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10 Tips to Transform Your MarketingI’m know for helping companies with ideas and strategies to grow their business. While customer service is certainly part of growing a business, my topic areas focus more on Internet Marketing, Monetizing Social Media and Innovation. Recently, I was flying back from speaking at the International Franchise Association (IFA) and my layover was in Atlanta Hartsfield Jackson International Airport (ATL) and witnessed an amazing display of customer service.
I stopped into Popeyes Chicken, ATL Terminal C for a quick lunch. It was crowded and I didn’t have very high expectations for fast food airport service, but was amazed at what I saw. There was this Popeyes Employee greeting customers, wiping off tables, getting people napkins, forks, salt and pepper, assisting with luggage and carrying trays to tables. What was interesting was his approach to how he worked. He moved his butt, smiled, was very helpful, warm and friendly. You could tell he actually cared and tried to give people a unique experience. I watched as people smiled back and several of them tipped him for the service.
I don’t think he was working hard only for tips, he seemed to actually care about taking care of the customers. Now I have a few professional speaker friends of mine, like Shep Hyken and Mark Sanborn ,who specialize in Customer Service or Eric Chester who specialized in work ethic, and they could give a better definition of the traits, qualities and actions of customer service and leadership, but I’m going to call it “give a shit”.
Not to just use profanity, but in keeping it real… this guy cared. It showed in his smile, attitude and approach. I only have a dozen employees now. I’ve run companies with many more than that, but regardless of the number of employees you may have, you want to find the ones that care… and avoid those with entitlement mentality who think that the world owes them a living. Okay, back to the Popeyes guy…
Before leaving I asked for his name and he said, “I’m Dwayne Hayes…. How Can I Help You” I said, thank you for your approach to your job, work ethic and service. Gave him a tip and snapped this quick photo. I also got the number to call in kudos for him Popeyes Corporate at 1-800-682-0219. If Dwayne Hayes served you… you should call too.
When I returned back to my office I googled him and found that Mr. Hayes is known for his customer service throughout Hartsfield Jackson, he won the Ambassador Award for the airport in 2009 and was runner-up in 2010.
Whatever he’s being paid… it’s not enough. If you fly through Atlanta, stop by and see for yourself the amazing display of outstanding customer service.
And if Shep’s reading this blog post… you should include his story in your next book.
Do you have examples of outstanding customer service… post your thoughts or feedback in the comments section below!
I AGREE WITH THIS WHOLE BLOG. I AM AN EMPLOYEE AT THE ATLANTA AIRPORT AND I HAVE BEEN GREETED AND ASSISTED BY MR. D. HAYES ON NUMEROUS OCCASIONS. HE DISPLAYS EXCELLENT CUSTOMER SERVICE AND HIS DRIVE TO HELP OTHERS GOES HAND AND HAND WITH HIS POSITIVE ATTITUDE AND LIVELY SPIRIT. I FEEL THAT HE NEEDS TO BE OFFERED A CHANCE TO BE THE SPOKES PERSON FOR POPEYES. TRAVELLERS NEED TO SEE MORE OF HIM THROUGH SOME FORM OF ADVERTISMENT. THANK YOU FOR POSTING THIS ARTICLE AND GIVING ALL AN OPPORTUNITY TO SPEAK OUT ON WHAT WE ARE NOT ABLE TO.
Wow… I too received outstanding customer service from Mr. Hayes. …just thinking how a business would prosper with an entire team of like minded people!
I also want to agree with the b-log even now in 2013 he is STILL doing a wonderful job! I too have have worked in retail for the past 5 years and its been a LONG time since I seen and had great that much great customer service that he showed to EVERYONE! He is AMAZING he made us feel welcomed, comfortable and happy! I almost left in tears seeing how much he cared for the customers he served! When we first reached the airport we wondered why so many ppl were getting POPEYES we knew if was good but we now see its from the excellent, above and beyond service recieved! My husband and I didn’t even have to debate on how much to tip this lovely man w/c question it was a tip well deserved!
Keep it up Dwayne!
I am stunned I just had an unbelievable customer service experience with Dwayne Hayes as well at Popeyes in Atlanta. I am a CSO of a company and I can assure you talent like that is rare. I was so impressed by him I took down his name, googled him and found this and other posts. He should be running Ritz Carlton training. I am stunned he hasn’t been stolen from Popeyes! If my company was based in Atlanta he would be running customer service!