What I Learned from the Airport Customer Experience

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customer service is everythingI usually fly out of either Philadelphia or Newark airports. They’re both “okay” airports, better than some, worse than others.

But when I flew into Las Vegas airport last week, I was unaware that I’d have the airport customer-centric experience of my life. I’m not naive — I know that airports are all about moving people and luggage as efficiently as possible. But they’ve created a system that works both for the airport as a business AND for the customer.

First thing that happens, as you’re exiting the plane, they display for you which luggage carousel your luggage will arrive at. What a relief! Many airports make you search for this information instead of handing you the information at exactly the logical time you’ll be wanting it.

Next, the bathrooms. If you’ve been in airport bathrooms, you know that they’re not the cleanest or best maintained places on earth. Not true in Las Vegas. The bathroom was sparkling clean and in perfect repair. The faucets work, the soap dispenser works, the towel dispenser works. I’m in bathroom heaven.

Luggage is picked up in a central location for all terminals. The airport has an efficient system for moving lots of people to the luggage area without delay or long walks. (Well, “long walks” in any airport is relative, but you get my point.)

Finally, to my delight, there was an employee at the luggage carousel, lifting up each piece of luggage as it arrived and putting it handle-up so that people could easily grab their suitcase without struggle.

Each step along the way, I was delighted by these simple things. And it reminds me how my customers deserve the same treatment. From the way we answer emails or the phone, to how we invoice customers, every step, every contact matters.

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