By Mike Green, Customer Impact President

As a frequent traveler, I find that I rate cities by their airports.  Think about it – most great cities have great airports.  For most people, the airport is the FIRST IMPRESSION (and maybe even the only impression) of that city!

Last month, I went through the Charlotte, NC airport for the first time.  When I entered the men’s restroom after a three hour flight, what do I find but a gregarious restroom attendant – yes – a restroom attendant at the airport just like in upscale restaurants and clubs.  HE WAS GREAT!  He welcomed each person, bragged about his spotless restrooms, and welcomed people to his city.  It brought a smile to my face after a long trip and changed my attitude instantly.  My wife came out of the ladies’ restroom and said, “You are not going to believe this.”  I told her to let me guess.  My wife appreciated this unexpected service just as much as I did.  When we left Charlotte, I have to admit that I went back to the restroom just to see if the guy was still there or if I had imagined the entire experience.  He was not there, but another attendant was and he had the same great personality.

If the Charlotte airport management can make a restroom visit something to write about, what are you doing in your operation to make your customers say WOW?  You don’t have to worry about making a good first impression for an entire city, but you can make sure that there is something about your location that will make the customers think back on their time there with a smile.  They will not be able to wait until they can return – that’s the basis for good business.

Do you have a customer service story you would like us to share with others?  Email them to


Mike Green
Customer Impact, LLC
3091 University Dr. E. Bldg 330
Bryan, TX 77802
(O) 800.677.2260 ext. 111 (C) 979.574-7249
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