I’m a customer service fanatic. I love to see great customer service and strive to provide it. Great customer service in construction means your clients don’t want to work with anyone but you. If you are just another bid on the page, you’ve got an uphill trudge.

On the other hand, poor customer service infuriates me. I’m not sure why it so annoys me (not much does), but terrible customer service pushes my aggravation buttons. It’s such a terrible business practice and so unnecessary. I’ve long believed if you receive great customer service, you might tell a friend or two. Terrible customer service, though, has you telling dozens, even people you hardly know need to be apprised of this information. It’s the best or the worst advertising possible.

If you think this concept doesn’t apply to your role in the construction field, you’re probably wrong. Almost everyone affects customer service. I’m fascinated how many different ways people can excel or fail in making those important customer touches.

I just read about a grandfather flying to see his 4 year old grandson before the little boy’s life support equipment was to be turned off. As the grandfather waited in airport screening lines, the time for his flight came and passed. He ran in his socks, not taking the time to put on his shoes after the security check, to see if he could possibly still catch the flight. His wife had called the airline and explained the situation, but he held little hope. The Southwest Airlines pilot, though, heard about the call and decided to hold the flight.

As the grandfather got to the gate, the pilot was standing in the entrance to the plane tunnel. The grandfather said, “‘Thank you so much. I can’t tell you how much I appreciated that.”

The pilot replied, “No problem. They can’t leave without me anyway. ”

The CNN article stated that most airlines would punish an employee for delaying a flight. Southwest, on the other hand, celebrates great customer service.

“You can’t hold a plane for every late customer, but I think we would all agree that these were extenuating circumstances and the pilot absolutely made the right decision,” Southwest spokeswoman Marilee McInnis said. “I don’t think you could ask for a better example of great service for our customers.”

“As you’re reading the story, you absolutely get tears in your eyes and just an overwhelming sense of pride that our pilot took such an action,” McInnis said. “It really makes you proud to work for Southwest.”