What defines customer excellence?
This weekend I made the pilgrimage to Wembley to watch my beloved Gateshead Football Club in the FA Trophy final, a journey that I knew would be tough mentally, physically and emotionally, regardless of the outcome.
I am pleased to say we won, but that isn't (totally) the reason for this post, it's more about the thought on customer service, and the 3 topics to cover:
1. Gateshead FC are well known for not taking the easy journey in anything they do. Saturday was no exception with the game playing the full 90 mins, an additional 30 mins of extra time and going to a penalty shootout needing sudden death to secure the win on the 16th penalty taken.
As a supporter I have to wonder if it means I've had better value for money for my ticket, experiencing more football than the standard 90 minutes.
Not to mention seeing my team lift the trophy before heading for the train.
2. Lumo upon hearing of Gateshead FC making the final, took to the challenge of providing dedicated trains for fans to get to and from the match (Newcastle - Kings Cross - Newcastle). The feat of putting on new train routes normally takes months and they managed it in weeks.
Welcome to the 'Heed Army Express', being welcomed aboard by the General Manager, staff local to Gateshead wearing Gateshead FC FA Trophy T-Shirts as their uniform, mock up FA to Trophies to lift, a customer made beer for purchase and of course lots of fun and banter on the direct train service.
3. Reflecting on the game, while recovering on Sunday, it came to light that Google also got in on our celebrations. By searching 'FA Trophy 2024' it not only brings up the result as part of the search, but with animation of fireworks and the Gateshead FC logo.
What was an awesome weekend with family and friends, these extra touches have certainly added to the memory.
Have you experienced that extra mile making something just that bit more special for you?
#gatesheadfc
#heedarmy
#customerservice
#customerexcellence
Angel Analysis Ltd
Chief Information Officer
1wStill can’t get over that fantastic hole in one from Charlie Woods! One of many to come I’m sure! https://www.pgatour.com/article/news/latest/2024/12/22/charlie-woods-first-ace-pnc-championship-ritz-carlton-orlando-hole-in-one-tiger