Experiencing World Class Service Excellence
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to work. He needed to call a cab because he couldn’t get a ride from anyone at the Mercedes dealership. I was driving down the street, and I saw him waiting there, so I picked him up and took him to his office. On the way he shook his head and said, I don’t know why I left’. Twp years later, when it came to trade in his Mercedes, he traded it to us and bought a Cadillac. He said the Mercedes was a nice car but it just wasn’t worth the hassle of getting it serviced.
Source: ‘Customers for Life’ Carl Sewell and Paul B. Brown
Southwest Airlines
Format of Visit
Day visit
Presenters: Pat Jansen
Brian Allen Career Coach
Location Southwest Airlines University for People Dallas
Context
Profit making for 28 consecutive years
Has announced no lay offs before or after 11/9 ; share price fell only 24.1% v United 43.2%
Within
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