Making a difference to a customer isn’t about big things. It sometime is just a really really small extra step to exceed customer expectations. Air New Zealand’s Drew made me realize that again.
After a 24h trip from Amsterdam via London and Singapore, I had landed at Sydney International Airport to spend another 4 hours waiting for my connecting (Economy) flight to Auckland, New Zealand, final destination. I was tired, cranky and jet-lagged and couldn’t wait to see my bed. A bed. Any bed.
And for whatever reason, the airplane was delayed and had a last-minute gate-switch (really annoying when you’re tired and not paying too much attention).
When I entered the plane, crew was waiting for the passengers (as usual). A somewhat older crew member asked for my ticket, looked at me and asked how he should pronounce my name, Polle. As most English-speakers pronounce my name as (which is a brilliant name for a dog or a parrot, but nothing I’m particularly fond of) I replied . He thanked me and I took my seat.
For the rest of the three hour flight from Sydney to Auckland, Drew did his normal routine. Drinks, meals, tax-free swag. But every now and then he would address one of the passengers by their first name. While his colleagues hadn’t even bothered to memorize names (nor did most of the other staff members on my previous flights), Drew looked like he owned the place. Chatting, making jokes, helping passengers and clearly having fun.
A simple thing as memorizing several random passenger names makes a huge difference.
Thanks, Drew, really. You made my day.
Drew, if you’re reading this: you should ask for a raise.
Colleagues of Drew, if you’re reading this: Drew should get a raise.
So glad to see our humble airline (currently owned by all the people of New Zealand) provided you with such a positive experience. Drew obviously follows you admirable philosophy of less about ads and more about acts. He should be promoted so that more staff can learn from him.
Air New Zealand FSM Drew is truly a legend. I should know – he’s my dad! Made me very proud to read this.
Thanks for your comment! He is your dad? Please thank him for me. He made my day and I truly think quite some people can learn from him making customers feel special.
Obviously an experienced fellow who knows how to keep the people in line … with service! Boy any woman would be lucky to have him around, constantly being considerate and causing incessant laughter. 😉 I’ll have to arrange a Drew flight for myself one of these days.
Great to read this..