I really love it when love is expressed in unexpected places. Southwest Airlines was one of the first to introduce love into their business and helped raise the bar and set the expectation for excellence in customer service. I give them props for doing just that. I wish more companies would follow suit and recognize that taking a stand for loving your customers makes them love you back.
Speaking of love, what is more utilitarian than an airport parking lot and a shuttle bus to take you two exits down the freeway to the Oakland International Airport? Well Xpresso Parking doesn’t see it that way. In fact, love is an essential component of their brand. They even express love in their wifi password: xoxo. They also figured out that people love to be in charge and have provided choices for parking—self park outside, self park inside and valet. If you valet park, you have the option to also get your car washed, waxed and detailed while you are traveling. Their shuttle busses run frequently, but just in case you have to wait a few minutes for it to arrive, you can take the time to enjoy complimentary Peet’s coffee and muffins and a free newspaper. Maybe you would like to print out your boarding pass or check on your flight status. They have a station set up for doing just that. Perhaps you forgot your luggage tag? You can take a bright orange one with the XO logo to add a little love to your journey. In case you’re worried about being overweight (your suitcase that is), pop it on to the scale Xpresso kindly provides and make the necessary adjustments before getting to the airport. The friendly drivers help you get your bags on and off the shuttle bus so you can continue to sip your coffee. The shuttle even picks up in the valet area so you do not have to stand waiting in the rain or cold.
OK, I hear you thinking, “Of course they can do this, they must charge more than anyone else.” But NO… They are the least expensive option near the airport—at least a third less then parking at the airport—where you still have to wait for a shuttle and barely get a hello let alone help or amenities. If a shuttle bus company near the Oakland Airport can do it, what can you do to enhance your job and company brand by adding love to the mix? Ask the question, “If I loved my customers, what would I provide and how would I provide it?”
Thanks for bringing on the love Xpresso. Consider this adoring and appreciative blog post a love letter. I love you back and I’ll be back.
XO Holly