Punselie's Stroopkoekjes - Yum!
Once of the important lessons that social media is teaching companies and organizations is about customer service.
It's not uncommon these days to find folks who are using blogs and Twitter and other forms of social media and social networking to report on poor customer service that they've received. And companies are learning that this is not something that can be controlled. Rather, it is something to which they need to be prepared to respond in a public and proactive way.
But social media can also be used to report on positive experiences -- and that's what I want to share today.
Cookies. Real cookies.
I was on a KLM flight from the USA to Norway, changing planes in Amsterdam. The last leg of the trip (which often seems like the longest!) was from Amsterdam to Oslo. I was sleep-deprived and hungry as the "meal" offered me on the previous leg was not kind to my digestive system.
The lunch provided on the KLM flight was simple and nourishing. But the surprise were the Punselie's Stroopkoekjes (cookies) offered for desert. They were wonderful!
When the flight attendant came by, I told her that the cookies were fantastic! I could see the cookies were Dutch and asked if they would be available to buy in the airport on the return trip home.
She told me that, unfortunately, they were not available in the airport shops, but then she smiled and said, "Wait a minute". A short time later she was back with a bag -- filled with Punselie's! She said that they had so many extra cookies on the flight that she could give me some additional ones. She wished me a pleasant trip and told me she hoped I would enjoy them.
I had been tired, hungry and just a bit cranky after a long flight. The flight attendant's "extra step" made the end of my journey positively pleasant. Ah, those hospitable Dutch!
And I enjoyed those cookies immensely. I hope they'll eventually make it to the States, 'cause I'll be one of the first in line to buy them!
Well done, KLM! Dank u vel!
What kind of great customer service has made your day recently?
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I\'m quite glad you decided to share that story, Ruth, for reasons beyond the fact that I\'m a giant cookie fan myself and that you may have found me a new delicious desert to try out!
Word-of-mouth and the Internet are far too often used exclusively to spread negative reports and stories. It\'s rare nowadays to hear someone be that compelled by anothers kindness that they simply have to document and share it. It was nice to read you jumping behind the keyboard to spread a positive story as opposed to a negative one. Wonderful work and this post along will likely keep me reading.
What\'s been fun for me is to have KLM notice the posting and tweet me \"Thanks\" (or \"Dank u well\" in Dutch).
Thanks for sharing such a valuable information.