Raving Mad about Service!

By
Real Estate Agent with Chase International

Have you ever had an experience that makes you want to shout from the roof tops - good or bad?  I recently had the opportunity to fly on Virgin America from San Francisco to Fort Lauderdale and I want to shout from the rooftops - or do the modern day version - BLOG!  Virgin America Logo

It was an amazing experience -considering that we were flying in an airplane over a holiday period with two kids, getting sent to another airport to sit on a tarmac for two hours until the rain stopped and we could proceed to our destination.

First, we drove 4 hours from our home in Incline Village to San Francisco stayed overnight at Larkspur Landing (they have a great park and fly program and it was a wonderful hotel for our needs).  Next morning we caught the shuttle to the International Terminal at SFO - a plus as the food options are much nicer and the staff seems to be more pleasant in the International Terminal.  You notice the difference with Virgin from the second you board the plane.  Each seat has a mini TV screen that shows free satellite TV (great for the kids who watch non-stop Disney Channel),  Virgin was running a free WIFI special sponsored by Google so I was able to work the entire flight and managed to even put a house in Escrow while on the airplane!  They really thought of the things that would make their passengers more comfortable and less antsy on a long flight.

They have brought innovation and technology to a new level in the airline industry.  Instead of having service carts clogging up the aisle and blocking the path to the bathroom you order food and drinks right from your TV screen and swipe a credit card to pay for those items that are not free.  The food options were excellent and arrived moments after you ordered.  You can Instant Message someone in another seat (they must accept your invitation) - for my husband and I who were sitting in different sections of the plane it was nice to see how the kids were doing.  The bathrooms are larger - now if they only had a way to let you know if they were occupied on screen that would be helpful. 

Virgin staff communicated well - when we were diverting to another airport they kept us informed as to why and how long. We could walk around while on the tarmac and the WIFI and TV kept working the entire time we were on the ground. 

This whole experience got me to thinking...are we as Realtors doing the same for our clients?  Are we using technology to help our clients have a better experience? Are we really innovative in ways that are meaningful to our clients?  Let's face it we can all say one airline is the same as another...our clients can say one Realtor is the same as another...but is it?   I can't wait to fly Virgin America again and I am going to make sure my clients can't wait to use my services again too!

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Topic:
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Groups:
Selling Soulfully
Tags:
service
virgin america
incline village real estate
chase international
tracy saunders
larkspur landing

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Rainmaker
214,202
Jodie Carpine
OurHouse - Spokane, WA
Owner/Designated Broker, ABR, AHWD, ePro, GRI, MRP

Great post Tracy!  When I saw the title I immediately thought about how my clients see my services.  I strive for WOW, and hope that I am never the "avoid this Business/Service Provider!"  Our best measuring stick is the number of referrals we receive.  Thanks for sharing your positive experience with Virgin.  We all need to do that more often.  JC

Jan 10, 2010 08:22 AM #1
Rainmaker
224,974
GARY DIGIORGIO -Denver- Arvada -Westminster
THE DIGIORGIO GROUP /(303) 898 - GARY (4279) - Westminster, CO
REOptions LLC

Tracy,

I did see a tv commercial on a few folks....standing and yelling on their roof...think it was bad coffee...I do agree.. we need to expect and provide the best service possible !!!

gary D for Denver

Jan 10, 2010 08:35 AM #2
Rainmaker
429,806
Dan Tabit
Northstone Real Estate Inc. - Sammamish, WA

Okay, I was expecting a rant based on the title and was pleasantly surprised by a rave instead.  Airlines are bashed so regularly that it's nice to hear a good report and to have that applied to our industry. 

Jan 10, 2010 09:02 AM #3
Rainer
36,036
Matt McLaughlin
The Pest Force - Myrtle Beach, SC

OK, now I want to fly Virgin America, I wasn't sure at first if this was going to be good or bad, glad it was good:) It does make a difference when you can tell a company is making the effort to accommodate you!

Jan 12, 2010 06:54 AM #4
Anonymous
Michele Norris

Tracy,

Great commentary-ties right in with that hike up Mount Rose for your birthday! You're positive.  You celebrate. You encourage. You make it happen! Michele

Feb 24, 2010 05:59 PM #5
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Tracy Saunders

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