Posted on March 18, 2010 - by rfrank

How to gain loyal customers

Today is the first day back in the office after being gone for a week. We enjoyed a few days together as a family at Laguna Beach and then had some productive days of ministry at Children’s Pastors’ Conference in San Diego.

We love flying Frontier. We are loyal customers. It isn’t the rates that hooked us – it’s the customer service. Yesterday we experienced this again on the way home. Below is the email that I just sent customer relations at Frontier.

Yesterday my wife and I were served above and beyond the call of duty by one of your captains, Arvin Deherrera. We accidentally left our daughter’s eye glasses on her stroller. We realized it after the stroller had been stowed under the plane. When arriving in Denver, we asked for the crew to look for the glasses. We were told that they were nowhere to be found. Captain Deherrera took initiative and volunteered to go outside under the plane and check for himself. He found them on the ground under a wheel and brought the glasses to us. We extended our thanks to him but wanted to let you know as well. This was above and beyond.

We have been very happy with the customer service on Frontier and plan to continue giving you first preference when looking for flights.

Be committed to going above and beyond in your leadership – even when it’s not convenient. You’ll find yourself leaving a trail of satisfied and loyal followers behind you.