I was recently reading some articles in the Houston Business Journal about customer service and which companies made the grade with J.D. Power and Associates. I decided that to be on such a list was no small feat and it was time for those companies to be recognized. As most of you are very aware, the number one rule in business is to keep the customer happy. In an age where we are more likely to hear an unwanted computer voice when we call a company for help, it is nice to see that some places still acknowledge and work towards making this rule a reality. Two local Houston entities are setting the pace for exceeding customer expectations and they are Continental Airlines and the William P. Hobby Airport.
First, before I tout the efforts of Continental and Hobby, here are a few customer service statistics that will put their accomplishments into perspective. With all of my professional life spent in service industries, I understand and preach the value of good customer service everywhere I go. I am the person who will call a manager over bad service or tell a friend where not to go to get something. According to a survey conducted by Amdocs, I am not alone. Of 1000 people surveyed, 75% said they would tell friends and family about bad customer service experiences. Statistically this 75% used to tell on average 8 people. However in this great information age of ours, I am sure that this 8 has grown to at least 15-20 if not more. This is why these companies should be applauded for their tireless effort to their customers when it seems so few are.
Though the Houston airport system is the fourth largest, it is striving to be number one with its customers. According to the J.D. Power and Associates 2007 North America Airline Satisfaction Study, Continental Airlines which is based right here in Houston had the highest number of satisfied customers for the second year in a row. Continental was 24 points higher than its closest competitor which was even an improvement on its scores from last year. Additionally, Hobby airport for the second year in a row in the same survey ranked number one on the list of small national airports in customer satisfaction.
Reading these articles made me think of how little time we as consumers spend spreading the good about our Houston businesses, I am glad the Houston Business Journal took the time to report on a story as important as any other in Houston news. I am happy to see that with the growth in our economy and all the flack that the airports get for the restrictions they must impose on their customers that Continental and Hobby have not lost sight of their mission to provide a quality service that makes them industry leaders. My only hope is that other businesses will benchmark the success of these two companies and take the time to realize why they have gotten where they are now. Hopefully, they see the answer is the customer. I look forward to the Houston Business Journal keeping us in the loop on our Houston businesses and their future triumphs.
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