Monday Motivation: The Customer Service Touch
Monday Motivation, 04.26.2021
Written by: Ashley Gershowitz
Every Monday, The Rogers-Long Team meets for one of its two weekly meetings. The Monday meeting always ends with “Monday Motivation” in which a few minutes are spent listening to one team member presenting a quote, a quick reading from a book, a scene from a movie, or anything else they find motivating to provide a “spark” to the whole team on a Monday morning.
When I am up for Monday motivation, I always choose to talk about a book I’m reading or a quote I have seen. That was my plan for this Monday motivation until my experience this weekend. I will start by saying I am typing this at 3am Sunday morning in an unplanned stay at an Atlanta hotel.
My kids, my mom and I took a mini vacation to Florida to visit some family and do some fun Florida things. The flights to Florida went well and the kids did great. I do need a vacation from my vacation because traveling with small kids with limited stuff from home is tough! Anyways, the time had come to head home. Everything was going well until it was time for take-off from the Fort Walton Beach airport at 6:05pm Saturday. The pilot came on the intercom and said we would be delayed because Atlanta was not allowing planes to leave or land due to bad weather. We sat on the runway for 2 hours which caused us to miss our connecting flight. We finally landed in Atlanta around 10pm but could not get a flight to Richmond until 8:15 Sunday morning. We had no idea what hotels were around, how to get there, it was late, the kids were tired and hungry.
It is many of the airline’s rules that if your flight is delayed or missed because of maintenance then they will pay for your accommodations but if it is due to weather, you are responsible for accommodations. I will be forever grateful for the very sweet woman (I will leave her name out so she does not get in trouble) who saw our situation and comped our room with who their airline uses and gave us directions to the nearby hotel. She went above and beyond what her job required and provided exceptional customer service. She made a stressful situation a little bit more manageable.
Her willingness to go above and beyond is what I love about the RLT. We want our clients to feel how she made me feel during a time (especially in today’s market) that can be stressful. She made the process much easier.
The mission of The Rogers-Long Team is to build an army of people that does good, becomes better, and strives to be the best.
Born in California, Ashley moved to Mechanicsville at the age of 6 and graduated from Lee-Davis High School. She went to Old Dominion University and graduated with a Bachelor’s degree in Fashion Merchandising and Human Services but knew Mechanicsville was home. She moved back and settled down roots with her husband, Joe and son, Weston. Once moving back to Mechanicsville she started her Real Estate career in 2015. She loves helping people find that special house that they can see their future in and create a lasting relationship with her clients. Her favorite way to see the Richmond area is on foot so feel free to wave if you see her on the road running.
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