I recently read the article Tale of the Tiger: Customer Service. The heartwarming story is about a boy who accidentally left their stuffed tiger in a play area at Tampa airport. An employee took pictures of the boy’s tiger vising all the different places in the airport and then created a story book to give the child about his tiger’s adventures. I have no doubt that the parents were dealing with an emotional situation. All my kids had a special stuffed animal and when they came up missing, I was frantic to find it. The airport addressed the needs of the family by contacting them and letting them know the stuffed tiger was safe and in good hands. Then they went above and beyond.

This is a successful customer service and marketing story. First, it’s important to note that the employee recognized the value of the tiger and the value of the child and the family who left it. In that moment of recognition of emotional value, they chose to find a way to make the tiger’s stay at the airport special.

After the story went viral, the airport responded to followers’ appreciation of the story. The article mentions one of the comments made was from a staff member’s mom. She said, “”What a great story. What a great airport,” the airport answered: “Thanks, mom!” That prompted this reply: “I love that TPA has a mom … who’s also on Facebook.” This is a terrific example of a business taking a situation and using it to create dialog and respect for their business.

I think it would have been a good idea if the airport took it a step further and created a short reel of the tiger meeting airport staff to post on social media. Overall, I think it was nicely done. I hope that the staff members get some sort of bonus for going the extra mile.

After looking at the company’s current company web page and their Facebook page featuring their latest news, I think they are still effectively marketing and appealing to customers. One news story talks about the steps the airport has taken to ensure they are treating staff members well. Since covid employees have become much more aware of the importance of a work/home life balance and other mistreatments in the workplace. Knowing that employees are treated well is important for outside consumers to know but many companies forget that employees are customers too. The website also posted an article about the women who run the airport. In a time when women are feeling like they are under attack politically and unappreciated, it is a good time to recognize women for all they do. This opens the conversation for more ethical engagements. The company’s Facebook page features the latest renovations to the airport and advertisements for new nonstop flight options to Bangor, Maine and Pensacola, Florida.

Tampa Airport doesn’t seem to have an official app but there are apps that are made by other companies that will give information. This is one customer service feature that Tampa Airport could do differently. Having a link on the company website to the Google or Apple play store could help meet consumers needs more efficiently as more and more people are interacting with companies through apps on their phone.

Chappell, B. (2015, June 17). Boy Who Lost Stuffed Tiger At Airport Finds Tiger Stayed Very Busy. NPR. https://www.npr.org/sections/thetwo-way/2015/06/17/415198926/boy-who-lost-stuffed-tiger-at-airport-finds-tiger-stayed-very-busy

Facebook. (2023). Facebook.com. https://www.facebook.com/FlyTPA

Newsroom – Tampa International Airport. (2024). Tampaairport.com. https://news.tampaairport.com/

Tale of tiger’s big adventure highlights airport’s commitment to customer service – The Shorty Awards. (2024). Shortyawards.com. https://shortyawards.com/8th/boy-leaves-stuffed-tiger-at-tpa-returns-to-a-tale-of-tigers-big-adventure-see-more-at-httpww