Lately we’ve been talking a lot about attitude, so I thought it might be a good idea to revisit a reprint from a newsletter in 2009. It’s worth a reread!
Be sure to check out the great book recommendation at the end of the article.
A commitment to a great attitude helps you do the right thing every time. I fly American Airlines almost exclusively. I have a commitment to them because I have Platinum status which means I’m treated very well most of the time. There seems to be a big difference with the attitude of service that comes with that frequent flyer status. Often I’m upgraded to first class, flying standby is a non-issue because I’m at the top of the list and typically get a seat, and overall there is simply an attitude of automatic respect and willingness to do whatever it takes to make my flying experience as good as it can be. I like the AA attitude that comes with Platinum and Executive Platinum status. Of course I’m spoiled and have grown to expect that each of their employees has a commitment to that attitude of service all the time. I want to go on record to say that I love American Airlines. I don’t like it when I have to fly anyone else.
However…last Friday I spent the day working in San Angelo, TX. It just so happened that I finished up earlier than I thought. I checked flights and although I felt like it might be a long shot, I went on to the airport to see if I could catch the 2:55 back to Dallas rather than the 5:55 that I had originally scheduled.
I arrived only 10-15 minutes before the flight was to depart. The San Angelo airport has exactly 2 gates. I had a boarding pass and TSA moved me through quickly and even indicated that the flight was still on the ground and I could probably get on.
I was delighted to see that the jet way door was open-YES they have jet ways in San Angelo, TX. I was surprised as well! Anyway, I asked the gate agent if I could get on. He was busy clicking his computer and said, “No, it’s too late and we are at our limit.” He did not say they were full. My gut was that he was already into his final paperwork and he did not want to start over. Normally, I would have been more assertive but honestly I was stunned. I did not flash my status and I should have I guess. I did finally find some words and challenged him a bit and said, “Sir, I just flew over here this morning and there were exactly 5 people on the flight, are you sure there’s not room for one more this afternoon?” He grunted which I interpreted as sit down, you aint’ going! Then the guy from the bridge came up and said, “Is that everyone?” I knew then that his commitment to whatever he was doing to finish up his paperwork was a lot more important to him then service to his customers. Things went from bad to worse. The 5:55 was delayed until 6:20. I did not waste my time. I can work anywhere. I was able to return a few phone calls and had a really good dinner at the airport.
This employee may have a great attitude most of the time. However, he does not have a commitment to an attitude of service. I do think if I had waved my status under his nose he may have been more willing to help me but is that really necessary or fair?
The thing that American is so great at is recognition of our men and women in the military. I flew the next day and rode in coach. It showed first class and N/A for my outbound trip. No big deal, I had the first class seat in coach (the exit row). As it turned out there were lots of first class seats. The captain personally came through the cabin and grabbed military personnel that were in uniform and brought them to the front. I was more than happy to bypass first class so that those service men and women could catch a more comfortable ride home or to the field in service to us.
You know it’s not just what you do for an individual but it is the attitude of consistency and commitment to do for others. People watch and make decisions about your attitude and who you are every day. I love acronyms and put this one together for attitude. If it helps, I hope you’ll post it on your board to help your staff stay motivated and committed to having a great attitude. Winston Churchill said, “Attitude is a little thing that makes a big difference”. I happen to agree with him!
Affirmation-Affirm everyday that you are a positive person willing to make a difference
Talk-To others and let them know your commitment to them and spread your GREAT attitude to others.
Trust-That although things can get you down, you have the opportunity to choose how you react to all things.
Insist-That every day is a new day! My friend Mary teaches special needs children-and gives each child a blank slate at the beginning of each day so that they can start fresh! We should follow that model for ourselves and others.
Thanks-Be thankful that you have your life and your attitude-look around, there are plenty of others that you would not want to trade their circumstances for your own!
Understanding-It helps your attitude to “seek first to understand” – (Steven Covey-7 Habits of Highly Effective People)
Devotion-To others and to having a great attitude. It is surprising how much can happen when you make up your mind that this is the way it’s going to be. Get devoted to your GREAT attitude.
Enthusiasm-Stay alert and excited for the BEST thing that can happen to you today…and to the best thing you can make happen for another. This kind of attitude makes each day fun. Cool stuff happens every day and you can miss it because you weren’t looking.
Finally, if you just can’t muster a great attitude then do what Alex Grevin, who wrote, How to Talk to Girls, find a cool boy in class and copy him!
