| Back in 1986 I was working for a company that | | | | restaurant manager to be certain that I could |
| repaired jet engines for the airline | | | | enjoy a nice breakfast.Gita's attention to |
| industry.I was finance director and I was | | | | detail continued throughout the day of the |
| just beginning to gather an understanding of | | | | conference and there were a number of |
| the importance of customer service.One day I | | | | instances where I noticed her incredible |
| heard this quotation that really made me stop | | | | attention to detail and how much personal |
| and think about first impressions and the way | | | | attention she gave to each individual.Nothing |
| that we handle our customers."Coffee stains | | | | was too much trouble for Gita. She had a |
| on the flip tray suggest to the customer that | | | | wonderful warm welcome for all the guests |
| we do not service our engines properly."The | | | | that day. And she literally ran around taking |
| quotation came from Jan Carlzon who was a | | | | care of everyone.I noticed how proudly Gita |
| past president of Scandinavian Airlines and | | | | wore a little customer service badge from the |
| had rescued that company from financial | | | | hotel alongside the national flag of Denmark |
| collapse through his focus on customer | | | | on her jacket lapel.I just couldn't let the |
| service.Jan wrote a little book called | | | | opportunity pass without thanking Gita for |
| "Moments of Truth" in which he described his | | | | her superb service. And I felt that, given I |
| customer service philosophy. This little book | | | | was a genuine customer on this occasion, then |
| was read by thousands of people around the | | | | I could nominate Gita for The WOW! |
| world and became a foundation for customer | | | | Awards.Yesterday afternoon I went back to the |
| service delivery.Gita Gould wins The WOW! | | | | Runnymede Hotel and Spa to present Gita with |
| Awards for outstanding customer service.A few | | | | her certificate from The WOW! Awards.Gita was |
| weeks ago I was invited to attend a | | | | genuinely overcome with emotion and gave me a |
| conference at the Runnymede Hotel and Spa at | | | | huge hug!The marketing manager from the |
| Egham in Surrey.I arrived rather early and | | | | hotel, Andrew Duggan, came along to take some |
| some time before the conference was due to | | | | photographs. And that's where I thought the |
| start. Although I was one of the first people | | | | story would end.Gita very kindly asked if I |
| to arrive I was warmly greeted by one of the | | | | would like some refreshment before continuing |
| management team at the conference suite, a | | | | on my journey. And the opportunity to enjoy a |
| lady called Gita Gould.Gita immediately | | | | nice cup of tea seemed too good to miss.As we |
| realised that I was early for this event and | | | | stood there chatting, Gita's enthusiasm for |
| made every effort to make me feel | | | | her award was undiminished and she kept |
| comfortable. She showed me where the meeting | | | | looking back at the framed certificate that I |
| was going to be held. And also offered me a | | | | had given her.Gita told me that her father |
| range of refreshments and light snacks.I | | | | would be incredibly proud of her. Her father |
| explained to Gita that I would really like to | | | | is now 70 years old and used to be Station |
| try and get some breakfast. And so she took | | | | Manager at Heathrow airport for Scandinavian |
| me along to the restaurant area. From the | | | | Airlines."Really!" I said. "Would he have |
| very first moment, I really felt that Gita | | | | been working for Scandinavian Airlines when |
| genuinely cared about looking after me. She | | | | Jan Carlzon was president?" I asked."Oh yes," |
| could so easily have simply pointed me in the | | | | replied Gita. "I learnt so much from my |
| direction of the restaurant. But she insisted | | | | father when I was a child."Derek Williams is |
| on escorting me and introducing me to the | | | | creator of The WOW! |