After55:

At the top of our game

By Bonnie Price

Let a Smile Be Your Umbrella–Universal Language

Today I am writing this message from Israel, nearly halfway around the world from my home. I usually encounter absolutely no problems when I travel, but the first half of the trip has been full of surprises. My seat assignment on the first leg of the trip had no relation to the seat I actually occupied (the last row, window–glad I’m not claustrophobic!), I did not have an assigned seat on the overseas leg, and one of my two checked bags did not accompany me on my flight. I guess these are not unusual situations nowdays, but they were new to me.

In each case, I had a choice about how I would handle it. Over the first seat assignment I tried everything, to no avail. I smilingly told the flight attendant that I was not a happy camper but assured him I was not going to be a complainer. This gave him the opportunity to give me outstanding attention and service.

The second leg of the trip was a bit tougher. I was given the choice of the last row of the plane (Oh no! Not again!) or middle bulkhead, with the warning I would probably be surrounded by kids. I chose the latter in hopes I could change it at the gate. There I was told the plane was totally oversold and there was no hope. I went off and ate some chocolate, then returned to the gate and another staff member. I said with a smile that I knew insanity was trying the same thing over and over and expecting a different result, but I laid out my situation for her. I got a far forward aisle seat!

Before we landed I was asked to identify myself–what could I have possibly done? That is when I learned my luggage was not with me. Fortunately, my clothes and laptop were carry-ons, but the luggage was full of gifts for my grandchildren. I smilingly told the lost and found attendant about my plight. He told me only one had not made it and quickly made arrangements to have the errant bag delivered to me as soon as possible. It arrived in under 24 hours in perfect shape.

Each time I received a very nice response. Had I ranted and raved, berated and complained would I have received the same service? I don’t think so. Everyone, and particularly those in the airline industry, craves acknowledgement, understanding and a kind word. Everyone appreciates a partner in the solution of problems. Front-line people may not have ultimate decision-making power, but they do have the power to make a difference. Our power is to make others feel appreciated and valued. The very best first step is a smile.

This entry was posted on Thursday, April 17th, 2008 at 3:50 pm and is filed under Personal Growth, General Business. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.