My flight from Miami to Los Angeles the other day was something special.
Although the 757 was filled to the gills with passengers, which is a circumstance that makes most flight attendants especially prickly, ours did their best to smile throughout the entire trip and to actually thank customers for their business.
Apart from hearing the customary phrase, “Thank you for flying with us,” during the initial announcement, and when leaving the plane, I’ve never heard this reinforcing phrase or anything like it being uttered DURING the trip.
One of the flight attendants said, to more than one passenger, “It is nice having you aboard!”
When was the last time YOU heard that line?
I scanned my memory banks, and I don’t think I’ve heard it uttered once, during a couple of decades of flying quite regularly.
I’ve been anointed Executive Platinum, Platinum, Gold and other grades of frequent flyer statuses, yet no airline employee has ever said to me personally, that it’s nice to have me aboard, despite the fact that I am a true pleasure to fly with!
And yet, here was a flight attendant who said it multiple times to lots of no-names who were seated nearby.
(I forgive him for skipping me with his praise. I got my jollies vicariously.)
Does this mark a change in the way flight attendants regard their customers?
I certainly hope so, especially after dealing with some ultra-rude command-barkers who ruled a flight I was on from Philly a few months back.
They could have answered a casting call from a remake of “Stalag 13” or some other flick from fascist days.
Anyway, to airline personnel I say, keep it up, and YOU'LL be a pleasure to fly with as well!
Best-selling author of 12 books and more than 850 articles, Dr. Gary S. Goodman is considered "The Gold Standard"--the foremost expert in sales development, customer service, and telephone effectiveness. Top-rated as a speaker, seminar leader, and consultant, his clients extend across the globe and the organizational spectrum, from the Fortune 1000 to small businesses. He can be reached at: gary@customersatisfaction.com.
Written By: Dr. Gary S. Goodman
