Tag Archives: Amtrak

When your customers thank you, are you listening?

Amtrak Acela Powercar 2016 speeds through Old ...

Amtrak's Acela is the easiest way to get to New York. Image via Wikipedia

My co-worker Rich Pesce has an interesting story about why it’s important to let your customers thank you.

If you know Rich, you know he loves his iPod and losing it on a recent trip to New York on Amtrak’s Acela was not a good way to start a business trip.

But it turns out the iPod wasn’t lost for long.

A thoughtful train conductor named George Link spotted the lonely iPod in a seat and matched it to Rich because of the ticket receipt Rich had left behind.

Though the ticket receipt didn’t have Rich’s telephone number, it did have his Amtrak frequent traveler number. With some detective work, Link was able to figure out Rich’s number andĀ leave a message that the iPod had been found. It was waiting for Rich in Lost and Found atĀ Penn Station the next day.

By any measure, Link and Amtrak deserved a thank you and Rich offered that via Twitter:

But sadly, did Amtrak tweet back? Nope. Amtrak missed the chance to connect with a happy customer who was thrilled with their service and the extra mile their employee had gone.

So often, customers use the Internet to complain about their customer experience. (I’ve certainly done that as a customer and I do my part in responding to Sprint’s unhappy customers who vent on the Net when Sprint lets them down.)

But what about when your customer just wants to say thank you? Shouldn’t your social media team be there to say, “You’re welcome”? Isn’t that a great way to cement customer loyalty?

I’m hoping that someone in Amtrak’s office will see this blog post and share it with George Link and his team on Acela. Even better, maybe someone from Amtrak will leave a comment below offering to do just that.

I know this much. On my next Acela ride to New York, I’m going to ask the conductor if he knows George Link.