I flew home last night from Houston Hobby. I always fly American Airlines when possible. If you live in the Dallas/Ft. Worth area, American is your best bet. I was amazed at the service. My intent was to catch an earlier flight than I scheduled because due to weather the flight I was scheduled for was much later, and the earlier flight was leaving closer to my departure time. (Did you get that? It sounded like “who’s on first.”)
Nonetheless, an amazing thing happened. I have my princess elite executive platinum status. They call me Mrs. Standlee when I approach the desk. And if you can believe it I was second in the stand-by rotation! I digress. The plane arrived at the gate. Passengers loaded. The final call was announced and much to my delight, two passengers were called for last call. If you are a seasoned traveler, you know what this means. If those two folks don’t show, I’m on! Bingo, I’m going to make it home before 8pm!
And then the most amazing thing happened …
There were two gate agents working the counter. One made a final announcement and the other ran to the middle of the concourse to see if she could see anyone running in direction of gate 28. I was amazed. My heart rejoiced at the care these people put in to making sure these delayed passengers made it to their plane.
This action was a choice for these gate agents! It was a great act of service in my book. I can’t tell you how many times I arrived at the gate only to find everyone loaded and the gate agent snarled and said “too bad” you’ll have to wait for the next flight.
Here’s my opinion: Everyone in the service industry makes a decision everyday about how they are going to show up. They decide before they get to work that they are going to be helpful or they are going to be an asshole. There, I said it. I mean it. Decide today: Who do you want to be? How will you show up? Are you a helper and a “real” service person, or are you just someone who has a job?
Food for thought: You are in the position everyday to receive service. How do you want to be treated? Remember, you get what you give – decide today what you want.
