Gas Station

Getting gas might change your day!

Gas station fuel pumpGetting gas might change your day!

Every once in a while we have an interaction with someone that really brightens our day.  This happened to me last week at the Co-op gas station in Dunmore, Alberta, Canada.  Dunmore is a small town, almost suburb of, Medicine Hat, a small city ninety minutes from my home.  On my way home from the city, I typically stop at this gas station for two reasons; the bathrooms are clean, and they offer full service and pump my gas.  Anyone that knows me will attest that I hate pumping gas.  Not because it is beneath me but rather because the thought of standing outside while pumping gas in the eight months of cold weather in our area of Canada does not appeal to me.

On June 1, 2018, the province of Alberta implemented a new law requiring motorists to pay before filling their gas tank.  While this is commonplace in many areas, it was not the standard practice at this particular Co-op station. In theory, the only impact this new law should have on me as a customer is that I will likely pay for the gas and my convenience store items separately.  Not a big deal.  In reality, it completely changed the way service at the full-serve pump was provided.  I’m not sure the change was intentional, but inevitably it has lead to less than eager attendants that no longer assumed they were pumping your gas but rather asked if you need help.  I’m a fairly independent (and stubborn) woman and am more inclined to say no to that particular question.  It also felt as if I was inconveniencing them if I said that yes, indeed, I would like them to pump my gas.  Again, not because I can’t but rather because I just don’t like to.

Last week I stopped for gas and a drink on my way home.  To my surprise, the pump attendant came directly to the pump, stood to the side until I completed my payment transaction, and without hesitation took the pump handle and asked which fuel I preferred.  There was no question, no awkward response, simply the assumption that he was there to pump my gas.  With a smile, I proceeded inside to get my drink for the trip home.

As I was on my way back outside, I pulled the attendant aside and thanked him.  He truly made my day.  I explained the recent decline in service and how happy I was that he was there to pump my gas for me.  Although he was doing his job, I really appreciated him not asking if I wanted him to do it.  This may have been a generational thing as he appeared in his early 60’s and the typical attendant there is in their early 20’s. The younger staff may not realize the impact of their approach nor the fact that if they are not actually pumping anyone’s gas, they are no longer of value to the organization.  Regardless of the reason, I thanked him again and went on my way.

On the drive home I couldn’t stop thinking about the pump attendant that made me really feel appreciated as a customer.  Although he was merely doing his job, he provided such service that I truly felt as if he had gone above and beyond for me.  That is really what customer service is about.  Pride in your company, pride in yourself and pride in the service you provide.

Tram Bus Amsterdam GVB customer experience

Rock the bus!

Rock the bus!

Sometimes people from unexpected angles can make your day just by simply loving their job. The other day I had a short but sweet ride on a GVB bus in Amsterdam with a bus driver that rocked the bus..

It was December 5th 2018, a children’s holiday in Holland, raining like crazy and not particularly warm outside. After a short walk from the office I got to the bus stop. Nowhere to hide from the rain, I was incredibly happy to see the trusted blue and white coming around the corner. People lined up quickly to get in the already pretty full bus. The surprisingly happy bus driver welcomed every passenger boarding the bus and we took off. Soon a little child started to cry. No one is really hoping for a crying child at the end of the day, but our driver thought different and started to sing the little girl a song using his microphone.  This amazing move created a warm feeling all over the bus. People took their headphones off and listened to the driver and I saw smiles everywhere.

Every stop we made the driver wished the leaving passengers a happy holiday. Using the dynamics of his voice and a healthy doses of humor he informed and entertained his customers. It was amazing to see what impact the driver’s behaviour had on the atmosphere and the people on the bus. He truly created an amazing customer experience. In every little thing he did he thought about the customer and made them the center of attention!

GVB can be proud!

Hospitality was truly brought up to a new level! GVB can be proud to have a pearl shining this bright working for them to make the difference for their customers every day!

Arriving late wasn’t even an issue for me after a ride as good as this. It was almost disappointing that I had to leave the bus at the end stop. I would have loved to experience more and especially to see all the other passengers be pleasantly surprised by the hospitality on this bus.

So reviewing his customer excellence from both a customers as a business perspective we can come to the conclusion that the driver ticked all the boxes!