Letter to the Editor

The following is in response to Dan Richards’ article, How Service Screw-ups Can Create Happier Clients,which appeared last week:

Dear Editor,

After reading this article, I came home and read a post my wife had shared about another great service idea WestJet provided. Have you seen the video floating around? WestJet set up a camera with a Santa at one airport, asked people what they wanted for Christmas, then bought those things and delivered them to the passengers when they arrived at their destination airport. So yesterday, I went from having never heard of WestJet to seeing two positive stories about their great customer service and becoming a serious fan.

Thanks for Advisor Perspectives. I continue to enjoy getting great ideas from you.

Yours truly,

Neil Shurley

Marketing Associate

The Faust-Boyer Group of Raymond James & Associates

Greer, SC

Editors note: The WestJet video referenced above has been viewed over 15 million times. You will also enjoy this “blooper” video.