Where has customer service gone? – Up Front

Usually when I fly, I bring work to do on the plane, read a book on my iPad, listen to music or just take a nap. However, on a recent flight back to Baton Rouge from California, I actually picked up one of those in-flight magazines. I read most of the magazine and was particularly amazed by the CEO’s column at the beginning. It affirmed the company’s commitment to enhancing its services and the overall experience of flying with the airline. Unfortunately, I think he should go on the Undercover Boss show on television to discover the real truth about his airline.

Forget about the battles for overhead space, knee-numbing lack of legroom or the poor service most of us experience when flying—I think most airlines can start with training their counter people and all of their employees on serving with a smile. And it doesn’t cost a thing.

I actually had a quick question for a lady at the counter, and as I stood in line listening to her tone of voice with a passenger in front of me, it was obvious she did not like her job. When I got up to the counter her first word was, “Next.” There was no, “Good morning, how can I help you?” or “Hi, thanks for flying with us.” It was, “Next.”

Next problem? Next hassle to deal with at the counter? Next what?

Is that how you like to be greeted when you’re spending lots of money with a company? Granted, these people do not have the easiest job in the world, and I’m sure some passengers they meet are unpleasant to deal with. However, as an avid tennis player, I learned a long time ago that the game of business is very much like the game of tennis. Those who fail to master the basics of serving will usually lose.

All of this got me thinking about the business we are all in today. Ask most people what business they are in and they’ll say things like banking, sales, hospitality, retail, advertising, healthcare, etc. If that is the kind of answer you give, you are only half right. Think about it this way: If your customers went away, what type of business would you be in then? Would you still have a job? Regardless of what industry you work in, you’re in the customer service business. The fact is that most things have become a commodity. The major difference in the long-term success of any business will be based on the level of service they deliver. That is what cultivates the experience and loyalty of each customer. I know her industry was based on baking cookies, but some of the best advice I have ever heard came from Mrs. Debbie Fields. She said, “Customer service doesn’t come from a manual, it comes from the heart. When you’re taking care of customers, you can never do too much.”

I think the CEO of this airline ought to eat some of Mrs. Fields’ cookies to taste that quality. Maybe if he follows her advice, his company will survive for the long haul.

Give them the business

How do we keep our best and our brightest in Baton Rouge? Whenever a Baton Rouge native or graduate of LSU or SU finds success or makes headlines elsewhere, some in our community take the opportunity to decry our “brain drain” problem. But change is upon us, and several groups have decided, “Enough grumbling, let’s do something about it!”

A confluence of new efforts and organizations is accelerating to establish a true ecosystem for entrepreneurs—one engineered to foster local ideas and exciting new businesses in the Capital City. College graduates who may face a challenging job market now have more opportunities to create their own job right here than ever before.

This month, contributor Maggie Richardson’s cover story profiles a handful of bright young entrepreneurs in Baton Rouge. She details how tech-savvy business incubators and recent developments like SeNSE Pitch Nights, the StartupBus, innovative new co-working spaces and Entrepreneurship Week are all helping them and others succeed.

These are businesses set to compete regionally, nationally and even globally, and they are sure to be joined by others in Baton Rouge soon. Read Richardson’s cover story in this month’s issue.

Good game!

Since last summer, Cypress Mounds, the deluxe baseball complex off Burbank Drive, has been home to not only top-flight youth baseball in Baton Rouge, but also a series of truly unique games. On Sunday afternoons, children with special needs, many of them wheelchair-bound, take the field with the help of volunteer “buddies.” They swing bats, chase down balls and round the bases. Everyone gets a hit and everyone is safe at home plate.

It was league founder Brandi Polito’s vision to bring the Miracle League—a concept launched in Georgia in 2000—to Baton Rouge. For several years, Polito worked to raise money and awareness for the concept. Now a success entering its second year, Polito and league director Jeanne-Marie Savoy preside over a robust organization with dozens of players and even more volunteers.

It takes a village for efforts such as this. It takes hard work and great vision to give children in need an outlet for esteem-building recreation. The Miracle League is no exception. From countless financial supporters and game-day volunteers who donate their time and energy, to parents who enthusiastically applaud their children, to folks like Josh Pedigo of Pedigo Construction who donated concrete to build the field, the Miracle League at Cypress Mounds is a total team effort. Read Jeff Roedel’s article on the league, its players and volunteers in this month’s issue.