You have to BE nice…
…in order to be treated nicely. Don’t get me wrong– that philosophy doesn’t always work. I am, however, just naive enough to believe that somehow I get better treatment than most because I really do model my own behavior based on this theory.
Case in point: I flew to Orlando recently, and much to my surprise, they had a rookie serving in the first class cabin. That proves wrong my theory that flight attendants have to earn the right to be up front.
She had a lot of support. There was a lady who seemed to be a trainer and she had a veteran flight attendant helping as well.
The young woman’s service was at about 60% of some of the best first class service I have received. It was obvious that it was the first time for her with everything from announcements to remembering to refill water glasses.
The thing that struck me was that she was so pleasant. I think she was confident about what she needed to do. She knew the systems and understood the job but she did not have the experience to operate at a high level yet.
I had the opportunity to tell her how much I appreciated her attitude. I am sure she did not need feedback from me but I am on a mission to create a culture where we behave as though we are truly in service to one another.
This young woman will get faster. She will memorize scripts. The operational part of the job will get easier; and if she keeps that great smile and that attitude of genuine service, I know she will be operating at the level of a seasoned veteran in no time.
Then I told her that I thought she did just fine for what looked to be her first time, and that I really appreciated her kind attitude, she beamed. I noticed that she immediately told the veteran flight attendants about my comment. They then gave me an unsolicited and knowing thank you look of gratitude. See how that works? It’s awesome!
Go be nice to someone today. It’s easy and fun.
