Transit Comfort Begins with Great Customer Service
There’s a story that’s popular in business schools: A blizzard in the California Sierras had knocked out all communications and deliveries to customers of a California FedEx office. Unable to meet the company’s “absolutely, positively delivered overnight” guarantee, a junior FedEx staffer, without approval of his managers, rented a helicopter (charging it on his personal AmEx card) to get power restored to his office and package deliveries recommenced.