Thanks to my friend Chris Elliott (over at Elliott.org) for this news item. Chris tells us about a customer service agent at Delta Airlines who understands the meaning of service.
The long and short of it is that several US service men were traveling and their tickets had
not been paid yet. This prevented them from getting their boarding
passes. A helpful agent at Delta Airlines took it upon herself to get
the work done and make sure the guys got their tickets. They made it to
the with only 30 seconds to spare. And they only made it because Delta
staff worked with security personnel to get them through the security
See the details at Chris’ blog here.
This Delta employee went way beyond her job. She showed the kind of
automatic selflessness that is too often lacking in the organizations
we do business with. She seems to understand what it means to put
others first. Her actions showed it.
This is a good lesson for all of us.
One of the things I preach is that top management needs to be
totally committed to improving customer service if an organization is
going to be able to deliver amazing customer service for the long term.
And this is true.
But this Delta employee shows us that nobody should wait for top
management to start focusing on service. Anyone in any organization can
deliver amazing service anytime they want. It’s up to each person to
make the choice to do it on their own. When enough employees make the
choice to be amazing, then it will take hold and happen across the
Kudos to this Delta employee for being a wonderful example of how to serve others. Let’s hope it spreads.