Company culture – The 3 practices Virgin Trains use to ensure they go the extra mile

4 Jul 2016 - Growing Your Business
Company culture – The 3 practices Virgin Trains use to ensure they go the extra mile

Delayed train

Brilliant service is also about turning unexpected errors into positive outcomes…

When the nature of your service involves any margin of error, no matter how big or small, you have to prepare for things that may go wrong from time to time.

Part ten in our series documents a recent experience a little closer to home, when the son of one of our partners booked a Virgin train that ended up being 20 minutes late. These things happen occasionally, it’s true; but the response from the provider proved to be quite out of the ordinary…

They recognise their faults

When Virgin notice on their system that a train has been delayed, they don’t ignore it. Instead, they acknowledge the negative impact it may have on a passenger’s personal experience. How do they do that? By getting in touch with the passenger to offer them a partial refund dependent on how late the train actually was. It’s a straightforward gesture that sets their service apart.

They automate with personality

This is the message that was sent to Hayden, the passenger in question:

Picture4

They inspire you to return

The Delay Repay scheme is only available to Hayden because he booked through the Virgin website so, even though his train was late, is it likely he’ll feel the need in future to book the same route via a different method or service?

That’s what top companies do when things go wrong: they explain the situation, offer a solution and put personal experience before short term costs. In doing so, they are able to raise the bar of service to such a level that there’s no need for their customers to search for alternatives – they become fans for life.

You may also like...

Four ways Apple deliver fantastic client service
  Personal, passionate service makes all the difference. Part four in our series on brilliant client service focuses on Apple. You will most likely be aware of their sprawling open plan stores where each member of staff is referred to as a 'Genius'. The company has quickly evolved to become a bastion of customer service, noted for their unique approach to personalisation and convenience. Find out exactly why below... They create value beyond sales Visiting an Apple store isn't just a shopping experience – all employees are tasked with enriching lives with knowledge, understanding and recommendations. One of their core values is to 'politely probe...
Company Culture - The 3 best applications of Apple's excellent customer service
Personal, passionate service makes all the difference. Part five in our series on brilliant client service focuses on Apple. You will most likely be aware of their sprawling open plan stores where each member of staff is referred to as a 'Genius'. The company has quickly evolved to become a bastion of customer service, noted for their unique approach to personalisation and convenience. Find out exactly why below... They create value beyond sales Visiting an Apple store isn't just a shopping experience – all employees are tasked with enriching lives with knowledge, understanding and recommendations. One of their core values is to 'politely...
Company Culture - The 3 drivers of Jim's Autos' exemplary customer service
Brilliant service isn’t solely about doing the extraordinary... It’s about consistent personal service, where adding value is standard, even in the most ordinary of circumstances. Consistency is the key to a long-standing reputation, which is something businesses of any size should strive towards. That’s why part six in our series focuses on Jim Shukys’ Auto, a small auto repair shop in Ohio, US. As customers will tell you, Jim’s punches well above its weight when it comes to customer care. Here's why... They make it personal Taking the time to add a personal touch makes people feel valued as individuals. Writing a handwritten note for every...

Sign up for our monthly newsletter today

Recent awards