The Power of the Exceptional

I was flying back this weekend from a trip. Normally, I come to expect the worst on these flights. It doesn't matter whether its first class or coach. The experience for this frequent traveler, at least, isn't fun. But not this time, not this flight.

Not with this certain flight attendant.

For one thing, she smiled - a lot. Never mind that her airline's having problems. She refused to hint there were any problems.

In an industry with heavy baggage, she refused to treat her customers like they were baggage. She fussed over them. Laughed with them and yes, bragged to them.

She spoke proudly of being a flight attendant for more than 20 years and of a husband who was a pilot and still another relative an airline employee.

She worried a lot too. One little boy traveling was quite sick, throwing up all over the place. She not only cleaned up after him, but repeatedly kept checking in on him. Eventually, he rallied, thanks to her doting.

She announced on the P.A. system the couple coming back from their honeymoon and the soldier on our flight getting ready to be deployed. She wished the couple a long life and the soldier a safe one. She kidded about the impossible crossword puzzle in the flight magazine and the very capable pilots in the cabin.

She was, in essence a pro who took pride in doing the little things right. They say a smile can get you only so far. Leave it to this flight attendant to prove, that a smile and a great attitude can take you a lot further. Taking a tip from MIT, I have tried to adopt and promote the philosophy here by giving a year end cash award for the following:

    * Service Award

      Presented to an individual who recognizes and seizes the opportunity to provide exemplary customer service in a creative and meaningful way. This individual displays initiative and works effortlessly to accomplish his or her goal while maintaining a positive attitude and high standards in his or her work.

    * Positive Attitude Award

      Presented to an individual who consistently maintains an optimistic attitude. This person positively influences colleagues with a professional and friendly demeanor while demonstrating competence and effectiveness, particularly under stressful conditions. This individual serves as a role model to others, demonstrating that although change can be stressful, a positive attitude is a key to success.

    * Team Award

      Presented to a team that displays initiative through innovation. Whether it is improving a current practice(s) or identifying and solving an environment, health and safety problem, this team assumes ownership and through partnership resolves the issue in a creative and meaningful way.

Having a great attitude makes every business and every business experience a pleasant one, and creates an environment where people enjoy working. How is your attitude?