By Sue DiFranco
Copyright © 2002 Sue DiFranco/Fun Facts Publishing  

I had heard so much about Jet Blue Airways, that I finally decided we should give them a try. We booked a flight to the Orlando Memories Expo and had the best airline experience we've ever had. We've been converted; we are now Jet Blue devotees. Why?

Customer Service. The ticketing agents were the friendliest, most polite agents I have ever seen. They really seemed to be enjoying their job! The same holds true for  every single Jet Blue employee we ran into. Why were they so enthusiastic and friendly? No one would know if they were rude. Despite having no boss breathing down their neck, they were exceptional.

Personal DIRECTV. Once on board, you're provided with your own pair of free headphones. Each seat has its own TV, complete with 24 channels of live DIRECTV programming. No one-choice-only movie that everyone has to watch. You could watch whatever you wanted! I found myself mesmerized during half the flight by the "MapQuest" station, that showed an image of the airplane flying across  the country in real time. I was constantly tapping Michael. "Look! We're flying over New Jersey now! Look - it's Georgia!"

Yummy Snacks. No vacuum packed gassy peanuts here. You get an assortment of tasty snacks, including Blue Chips, cookies, and more.

Personal Service. Because we were taking two extra days as our mini-Honeymoon in Orlando, the flight attendant gave us free champagne. Then at the end of the flight she announced, "We'd like to congratulate Sue and Michael, who are here as part of their Honeymoon!" And the whole plane cheered.

So, what can we learn from Jet Blue? First, customer service is KEY! You all know you should provide good customer service; now go the extra step and provide exemplary customer service. If you have employees, you have an obligation to make sure that they are all friendly, knowledgeable, polite, and enthusiastic, even when you are not around. Do it now, because if you don't, your competition will.

Second, think outside the box. Sure, every airline around  showed one movie per flight, because that's the way it was always done. That doesn't mean that's the way it has to be done! Don't let the way some people run their business dictate the way you will. Be bold! Be Different! Be unique!

Finally, personalized service works wonders. Do you know how special we felt when the flight attendant said our names and everyone cheered? It didn't take much on their part - no extra cost, very little extra time. But we'll always remember it. What can you do for your customers and clients that they will remember? Make them feel special - and you have a loyal customer for life.

Jet Blue certainly won us over...now how can you win over your customers and clients?

I wish you the best of success...however you define it!