I am not a huge fan of United Airlines due to some previous rather rude customer service experiences, but yesterday they redeemed themselves (at least for now).
Our flight from Minneapolis to back home was delayed by over 7 hours due to a mechanical issue; we reached home only around 1:45am. Given how chaotic flying is today, the delay is not suprising at all!
The United team handled the delay situation exceptionally well both on the ground and in the air. They exemplified what I firmly believe is the ethos of seamless customer service – It’s all about communication, politeness, and follow-up.
Here is what stood out to me:
- United kept us informed on the status of the engine repair at every step, both via text, email, and announcements at the gate, so while we were irritated, we knew what’s going on.
- They informed us when the engine part was due to arrive from Chicago.
- The gate agents were exceptionally patient, especially with families with little kids.
- They offered a bunch of snacks at the gate.
- When the engine was finally repaired, they announced that the technical supervisor was giving it one final check, which reassured me that I would be safe.
- Right before borading, United announced that the crew was fresh and ready to fly (comforting and reassuring).
- When we boarded the plane a second time, the purser was super welcoming; he added a touch of humor to the boring boarding announcements and apologized profusely for the delay.
- The flight attendants went out of the way to serve beverages, even attending to the most picky coffee drinkers who wanted their coffee made only a certain way. It was past 11:00 pm, people!
- Just before landing in Houston, United apologized again and announced that a gate agent would be on hand to answer any questions.
- Me and My husband received a follow-up email from United this morning and a $250 voucher for the inconvenience.
What can the apartment industry learn from the actions taken by the United team?
Just like there was a mechanical issue with one of the engines, in apartment communities, elevators, and gates, among other features, will have issues too. What’s important is the communication about the situation and the attitude of the onsite team. If you keep your residents apprised of the status of repairs or their work orders, you will be seen as more in control of the situation and there will be no room for speculation. If the onsite team is empathetic and polite during a “tense” moment, it will go a long way in calming an irate resident down.
Let me know if you have any customer service gems to share from your recent travel experiences.
About The Extra Mile
The Extra Mile is an online column serving the multifamily industry that features tips and testimonials for providing exceptional service for your residents. Reputation management expert Priyanka Agarwal will share exemplary customer service examples from inside and outside the industry which can enhance a property’s reputation and, ultimately, encourage new leases, referrals, and renewals. For questions and/or comments, contact priyanka@jturnerresearch.com.