I Met Your Next Director of Customer Relations
Now, as far as I know the guy's not looking for work. He seems pretty content. But if I were searching for a CSM or above, I'd go after the guy.
I fly in and out of a relatively small airport on a fairly regular basis. Connected with the flights is a car rental. Because of my rental frequency, I wind up getting the best price from one particular company. OK. It's National.
Now, all the folks at this airport are friendly and you get to know most of 'em - even the TSA folks all of whom manage to do what they have to do with a smile. And the car rental folks are the same.
One particular night we were delayed by weather. Being the latter of only two commercial flights a day that go in and out, everyone there is anxious for you to arrive and, well, get the heck out, I suppose you'd say. There's no hanging around.
As far as the car rental company is concerned, they're programmed to close a half-hour after the scheduled arrival time of the flight. Of course, they monitor the thing and don't leave you stranded. But, in this case, we were over an hour late. It had been raining at takeoff and apparently the plane dragged the clouds along with it since it was now pouring when we landed.
Always trying to save a minute, when we land at this particular airport, I run to the rental counter while the bags are being offloaded. Then I can run back around, grab my bags and head on out.
This particular night, soaking wet, I stood at the counter behind a guy who was just as smart and a little bit faster. Charlie, the National Car guy was working with him. As he typed furiously. he looked up for a second and acknowledged me with a nod. In a minute or so, he was ready for me.
As I stepped up, he immediately put my rental wallet on the counter. Finished. Alongside, he placed the keys. "I know you're returning at five A-M. You remember where the key drop is, right?" I said I did.
"Great," he replied. Then he went on. "I came up route ***. It's way backed up. We've had so much rain, you should consider shooting over to *** and heading south from there." He handed me a map on which he had already drawn the bypass.
Then he asked me if I wanted to walk me to the car with an umbrella. Whatever residual testosterone kicked in and I said no thanks. Then he said the magic words.
I was thanking him for all of his help and I asked him why he chose to do all that he did. "I just imagine myself on that side of the counter." I laughed and said, "Kid, you broke the code. That's how you get to run the company."
"Who taught you that, anyway?" He looked at me like Nipper into the horn.
"Taught me? Nobody."
That clinched it for me.
He thanked me then said, "Sure you don't want an umbrella?" If I had any sense, I would have said yes. But I did chuckle a little as, once again soaked, I took a detour around the washed out area with minimal loss of time.
Charlie. If I'm looking for a CSM person, I'm coming after you.