What was I doing yesterday? Traveling. Flying with Delta Airlines in the middle of their biggest business nightmare- a system failure that resulted in massive cancellations, delays and customer fury. Thousands of Delta passengers, lined up waiting for answers at "help desks", many prepared to explode onto representatives who had nothing to do with the clusterfluff, and everything to do with solutions.
Know what I saw? I saw people, employed by Delta, doing everything possible to assist travelers, and everything possible to repair Delta's relationship with customers. The attitude had obviously been communicated well by the leadership- "Take care of people." The result for me, as a Delta passenger, was the reassurance that I was cared for in the midst of their debacle. Rather than feeling like I'll never book another flight with Delta, they are now the first carrier I'll check with.
You know that question I'm always asking, "What's mine to do?" I had lots of opportunities yesterday, to ask and answer. Here are a few examples.
While waiting in a long line for service, a representative was handing out cards, suggesting that we each call the number on the card for faster resolutions. The irate man behind me exclaimed, "I'm not calling a number, I want to get my chance to talk to someone's face!" I called the number. The nervous gentleman I spoke (kindly) with on the phone rebooked me on a flight leaving an hour earlier than expected, but I didn't understand how to print my boarding pass, so didn't want to get out of line. I waited a few minutes until I caught the eye of a representative and waved him over and smiling calmly, asked my question. He printed the new pass for me! That angry guy behind me looked me in the eye and said, "Jeez, a little bit of charm goes a long way!" I wished him well and headed to the gate for a seat assignment.
At the gate I found another long line, and watched another representative demonstrating the same courteous service routine. When it was my turn, I looked him in the eye and said, "I only need a seat assignment, but I have to tell you, you're doing an amazing job of staying cool, calm and handsome!" A huge smile erupted on his face and he said "THANK YOU!!" with a big sigh. And then I got an aisle seat!
I don't like travel delays anymore than anyone else. But asking, "What's mine to do?" sends my thinking in another direction and I become part of the best possible outcome instead of part of the mess. It feels better!
Know what I saw? I saw people, employed by Delta, doing everything possible to assist travelers, and everything possible to repair Delta's relationship with customers. The attitude had obviously been communicated well by the leadership- "Take care of people." The result for me, as a Delta passenger, was the reassurance that I was cared for in the midst of their debacle. Rather than feeling like I'll never book another flight with Delta, they are now the first carrier I'll check with.
You know that question I'm always asking, "What's mine to do?" I had lots of opportunities yesterday, to ask and answer. Here are a few examples.
While waiting in a long line for service, a representative was handing out cards, suggesting that we each call the number on the card for faster resolutions. The irate man behind me exclaimed, "I'm not calling a number, I want to get my chance to talk to someone's face!" I called the number. The nervous gentleman I spoke (kindly) with on the phone rebooked me on a flight leaving an hour earlier than expected, but I didn't understand how to print my boarding pass, so didn't want to get out of line. I waited a few minutes until I caught the eye of a representative and waved him over and smiling calmly, asked my question. He printed the new pass for me! That angry guy behind me looked me in the eye and said, "Jeez, a little bit of charm goes a long way!" I wished him well and headed to the gate for a seat assignment.
At the gate I found another long line, and watched another representative demonstrating the same courteous service routine. When it was my turn, I looked him in the eye and said, "I only need a seat assignment, but I have to tell you, you're doing an amazing job of staying cool, calm and handsome!" A huge smile erupted on his face and he said "THANK YOU!!" with a big sigh. And then I got an aisle seat!
I don't like travel delays anymore than anyone else. But asking, "What's mine to do?" sends my thinking in another direction and I become part of the best possible outcome instead of part of the mess. It feels better!
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