ddbd1966@earthlink.net As a business consultant, I have had the privilege of working with some companies internationally, and I really enjoy working with people from other cultures. I have learned so much from friends that we have in Japan, Australia, England, The Philippines, Korea, and Costa Rica, just to mention a few. Presently, I am a Business Consultant for One Cup International Consulting Group. My background in sales, sales management, and operations provide strong organizational credentials. View all articles | Contact author

In this article, let's talk about two stories that illustrate great flag-waving-service. One of the stories recently happened to me.

As a business consultant, one of my clients is in Phoenix, AZ. I have been commuting on America West Airlines from my home in North Carolina to Phoenix, AZ every other week. On my last trip from Phoenix back to my home, I experienced the most outstanding service that I have ever received on an airplane, and that is not an exaggeration. This flight attendant was very much in tune with everyone he was responsible for in his section. Let me explain: First, he took the time to introduce himself to each customer in his section by kneeling next to each person and asking them if they had any special needs. Also, as customers started to read, he would come by and put on their overhead light for them. What this flight attendant was doing was simply being aware of his customers' needs.

What are we doing to understand our customers' needs? In our industries, it's time for us to step up to the plate and start giving flag-waving service to our customers. Can a company train its people to give great service? Or is great service an individual thing? I believe that great customer service can be taught to all employees, but everyone knows someone who seems to understand how to take great care of their customers. As an example, many years ago when I was responsible for a large company in California, there was an employee who worked with me. His name was Allen Beggs and he displayed the characteristics of a person with great customer service skills. His customers loved him. He lost very few customers, but when he did lose them, they would apologize to him for quitting. However, it was not long before he got them back. Even if our people do not possess personal customer service skills, they still can be taught.