Saving Their Buns

     Langham Airport Logistics (LAL) provides Centralized Receiving and Distribution services for all 50+ Concessionaires at the Indianapolis International Airport in addition to the Indianapolis Airport Authority (IAA), the airlines, the rental car agencies, the TSA, and other tenants.

     Our pre-'Go Live' training for all LAL Associates instilled just how critical it is to provide extraordinary customer service. From the very first day, all of them demonstrated their commitment to delivering on that promise, often going above and beyond expectations or contractual obligations to ensure the concessionaire had the goods and supplies required to properly serve their customers. Concessionaires were encouraged to call our associates directly in the event that they had requirements which needed to be satisfied outside of the regularly-scheduled services.  And many did so with regularity.

      The late, over-night hours during the week and some of the hours on Saturdays and Sundays do not have on-site coverage. It was during this time that LAL Associate Ron, on his way home on a Saturday afternoon, received a call on his cell phone.  It was the Commissary Manager of one of the prime concessionaires.  He had a big problem and he needed help NOW. He asked Ron if he was, by chance, still at the airport terminal.  Ron reported that he was not, but asked how he could help.

     The Commissary Manager explained that one of his concessions was nearly out of hamburger buns and would not get through the rest of the weekend. Ron suggested that he could go to a store, buy a supply of hamburger buns, and deliver them to the Commissary Manager at the airport within the hour.  And he proceeded to do exactly that.  Thanks to this outstanding Customer Service and special delivery, the concession could continue to serve their delicious signature hamburgers the way they were designed to be eaten...on a tasty bun.