"The concert business is not over!"<\/p>\n
That was Chip Hooper on the phone right now, agent for Phish and the Dave Matthews Band.\u00c2\u00a0 Telling me he was breaking O.A.R. right this very second…<\/p>\n
I KNOW!\u00c2\u00a0 I KNOW!<\/p>\n
Got to give Chip credit, he foresaw the jam band world two decades ago.<\/p>\n
But that’s not why I’m writing this.<\/p>\n
After I shouted Chip down, telling him the Phishheads had already blown up my inbox, telling me about high times and sold-out dates, we started talking Kindle.<\/p>\n
Chip initially purchased a Sony Reader.\u00c2\u00a0 Bought a PC just to be able to sync it (Chip’s been a Mac head forever).\u00c2\u00a0 But when he was informed of the wireless sync with the Kindle, he switched loyalties and got a Kindle 2.<\/p>\n
If you know Chip…he closes you.\u00c2\u00a0 He called me months ago, told me I had to get a Patagonia case…\u00c2\u00a0 But I already had the Amazon case!\u00c2\u00a0 But when I traveled, my Kindle was vulnerable.\u00c2\u00a0 So I just told Chip that I’d purchased the Patagonia case, when it had finally come back into stock, and was extremely happy, I put the Kindle in the Amazon case in the Patagonia case and it was safe!<\/p>\n
And then Chip has to tell me a story…<\/p>\n
He’s flying to Orange County with his son for a basketball event earlier this week and he gets to the hotel room and he realizes…\u00c2\u00a0 He left the Kindle in the plane’s seat pocket!<\/p>\n
He’s freaking out.\u00c2\u00a0 Someone can read all his books, buy new ones!<\/p>\n
He immediately gets a hold of Amazon and kills the Kindle.\u00c2\u00a0 Frustrated that he won’t have it on his trip, but knowing his credit card is safe.<\/p>\n
But at 10 A.M. the following morning, he gets an e-mail.\u00c2\u00a0 Is he ______ Hooper, and did he leave his Kindle on a Southwest flight?<\/p>\n
Needless to say, "Chip" is not his first name.\u00c2\u00a0 His real first name is generic.\u00c2\u00a0 And that’s all the Kindle said "______’s Kindle".\u00c2\u00a0 Yes, everybody’s Kindle has a name, but you don’t include your last name, mine is "Bob’s Kindle".\u00c2\u00a0 But Southwest had cross-referenced all eight legs the airplane had flown the previous day, and tracked Chip down.\u00c2\u00a0 Even better, upon acknowledging that it was his Kindle, Southwest FedEx’ed it to him overnight, at the airline’s expense.\u00c2\u00a0 And when he received it, Chip contacted Amazon and they reloaded his Kindle while he was on the phone.<\/p>\n
Amazing.<\/p>\n
What’s truly amazing is Southwest Airlines, willing to go the extra mile.<\/p>\n
Conventional wisdom is customers just want to rip companies off.\u00c2\u00a0 To the contrary, we want to love our companies.\u00c2\u00a0 In this soulless world we want something to believe in.\u00c2\u00a0 So when a corporation provides customer service beyond our expectations, not only are we thrilled, we tell everybody we know!<\/p>\n
Do the unexpected, go the extra mile.\u00c2\u00a0 That’s the key to Zappos’ success.<\/p>\n
As for Southwest…\u00c2\u00a0 Did you see they just went into Logan?<\/p>\n
We’re all in it together on Southwest.\u00c2\u00a0 If only we were all in it together in the rest of society.<\/p>\n
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"The concert business is not over!" That was Chip Hooper on the phone right now, agent for Phish and the Dave Matthews Band.\u00c2\u00a0 Telling me he was breaking O.A.R. right this very second… I KNOW!\u00c2\u00a0 I KNOW! Got to give Chip credit, he foresaw the jam band world two decades ago. But that’s not why […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[1],"tags":[],"class_list":["post-2136","post","type-post","status-publish","format-standard","hentry","category-life"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/p96vPs-ys","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/posts\/2136","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/comments?post=2136"}],"version-history":[{"count":1,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/posts\/2136\/revisions"}],"predecessor-version":[{"id":2137,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/posts\/2136\/revisions\/2137"}],"wp:attachment":[{"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/media?parent=2136"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/categories?post=2136"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/lefsetz.com\/wordpress\/wp-json\/wp\/v2\/tags?post=2136"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}