These days our brand is no longer shaped or molded by the company – with our instant society and things like social media consumers decide who we are and how well we are doing in an instant. That being said, I’d like to tell you a story about the impact we, you, and the guests we serve have on one another.
I flew to VA last week and the fare was expensive enough that I cashed in miles rather than purchasing a ticket. My elite “princess” status is not available with a mileage purchase so I had to ride in the back like everyone else.
The wildest thing happened. Just before takeoff a flight attendant approached me. She smiled and reached out to shake my hand. She said, “Beth Standlee,” I said, “yes.” She went on to say, “I’m Maggie, your flight attendant and I know you spend a lot of time with us here on American Airlines. I just want you to know how much we appreciate your business and if there’s anything special I can get you during the flight you just let me know.”
I was blown away! Later in the flight, I told her how much I appreciated her appreciating me. It didn’t happen on the way home and that’s okay. It meant a lot to me that Maggie takes what she does personally and in my opinion American Airlines is lucky to have her. I hope you have some Maggie’s in your company.
