When I was growing up we had a weekly tradition that we called "Closure". It would take place on sunday and sort of finish off the week. What is closure? well, all 11 of us (a blended family) would gather in the living room after dinner on sunday. One by one each person was encuraged to share something they learned either that day in church, sometime over the last week, or even just their lifetime. Only if you wanted to. Once you were done, sharing would be passed to the next person. This was not a time to correct, debate, or lecture. It was simply a time to share what you had learned. Some times they were very brief, even one word. Partly because with that many teenagers you should know at least a few want to hurry up and get on with it, and also because thats just how some did it. Others would share longer thoughts.




I would like this to be a place where Closure can take place. Please share Something you have learned. If you are not an auther on the blog, but wish to share, just post what you have learned as a comment on my last post.

-Tali

Wednesday, June 2, 2010

A Great Lesson in Customer Service

I have often touted how I love working for jetBlue. I love the atmosphere and the people, but last night I had an experience that made me love them even more. Usually as a standby customer/crewmember, you kinda get the bottom of the barrel. We know we're standby and only get to fly when there's space and we usually get treated that way. But last night, the crewmember who helped us get squared away for tonight, really hit it on the head. She was outstanding to the customers. I felt proud to work with someone who resembled in person what I try to do on the phone. When the customers were on the plane, she sighed a great sigh of relief - I felt worried for those of us left. It became clear we weren't going to make it and then the announcement came. She called us all up to the podium, explained the situation and our options and proceeded to help us out. There she was again, nice and professional - with a smile on her face. Its amazing how great it feels to be treated like a person! At 1230am I got a phone call from her. There had been a problem moving my family over, though I made it. She called me, a crewmember flying standby, to let me know they are aware of the issue, and she will be working tonight to fix it and make sure all is right. It blew me away! She didn't have to do that for me, but she did. It reinforced all of those things we need as humans - to be heard and cared about, even after we're no longer a pressing voice in someone's face. I appreciate her so much and it would bring me back to jetBlue - even more so now than before. Caring is such an underestimated value today - I just had to share. It really is out there.
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1 comment:

Don Fallick said...

I know what you mean. I feel the same way about working for Discover, where the touchstone is, "Do the right thing!"

June 6, 2010 at 3:54 AM

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