| I was flying back from a speaking at a convention | | | | a poor effort and are too lazy to do any better. |
| for a client and I sat near the entrance. I watched | | | | Are you amazed like I am at "who" they answer |
| as the flight attendant reached into a drawer in | | | | the phone at many businesses? You are turned |
| the galley and handed "wings" in a plastic bag to | | | | off in the first 7 seconds of contacting that |
| the children as they boarded. She showed little | | | | company. Sadly many will succumb to the Law of |
| emotion, didn't speak, and didn't even offer a | | | | Familiarity: The more you are around something |
| smile. I noticed the parents unwrapping the wings | | | | or someone, the more you take it or them for |
| as they went to their seats. | | | | granted. |
| I watched this happen multiple times and I | | | | Through repeated exposure to a task, a job, or a |
| thought that is not a great experience for either | | | | person, you can lose your fire and passion for |
| the flight attendant or the children. I thought there | | | | what you are doing. The tendency is to focus on |
| must be a better way to do that with more | | | | what you don't like instead of what you do like, |
| impact! Have you ever seen poor customer | | | | enjoy, or admire about the task, your job, or the |
| service and just had to say something? Now, | | | | other person. This jaded attitude can happen to |
| how do you share it without looking like to big of | | | | anyone, and apparently it happened with this flight |
| jerk? I used my best rapport skills to ask a few | | | | attendant. It would be a challenge to connect and |
| questions and to get the ball rolling. I then said, "I | | | | cheerfully say hello/goodbye to hundreds of |
| know that you have many tasks you have do to | | | | people everyday, but it is part of their job! |
| over and over as a flight attendant. I couldn't help | | | | Where have you stopped giving your best effort |
| but notice the way you handed out the wings | | | | with your family or in your career? What are you |
| those future frequent flyers. I think the value the | | | | taking for granted? Where have you let yourself |
| kids place on receiving the wings is based on what | | | | off the hook by saying, "It is the thought that |
| you say, how you say it and the experience | | | | counts"? Does this happen with your customers, |
| created in that moment. While that might get to | | | | your teammates, your spouse or your children? |
| be routine for you, I noticed that you just placed | | | | On another flight a few months later, I happened |
| the wings in their hands without saying anything." | | | | to sit next to a woman who was in charge of |
| She looked at me and said with little emotion; "It's | | | | training the flight attendants for this airline. She |
| the thought that counts." I was shocked! | | | | loved my story, saying she would use it as a |
| I guarantee that is not the way she was taught | | | | "how not to" example. She explained, "I |
| to do it during training. I really believe she has an | | | | consistently preach to the new flight attendants |
| opportunity to positively impact that child forever, | | | | that good is not good enough. To deliver |
| impact that future frequent flyer to think good | | | | exceptional service, you have to go the |
| thoughts about the airline if she does it right. I | | | | extra-mile." It does take more than a thought to |
| tried to discuss it with her, but could not get | | | | count and to truly have a lasting impact on others. |
| through. I did not drink anything unopened the | | | | How can you go the extra-mile to provide a |
| entire flight. | | | | better experience for others today? Remember |
| Some people say, "It's the thought that counts." - | | | | that your family is in that group too! |
| that is just an excuse, when they really are giving | | | | |