What is Good Service?

I’m writing today’s blog while flying from Orlando to Newark on board Continental airline. Flight Attendant Jennifer Jackson just got us all greeted, seated, informed and ready to “sit back, relax and enjoy the flight.”  I’m already enjoying the flight more because of her. I’m sitting in seat 1F (got a complimentary upgrade) so I got to see each person pass by as they board.

And, I got to hear Ms. Jackson interact with every single guest.  ”Good morning, Madame. Hello young lady.   What a sharp outfit you have on. Heading to Newark?”

When she caught a glimpse of a passenger’s boarding pass, she added their last name to her greeting…. “So nice to have you with us today Mr. Bradford.”  ”Ah, I have the Collins family traveling.”  Every person was treated as an individual.  And every greeting was sincere and specific.

The result — every person that proceeded down the aisle had a smile on their face.  (Ok, 2 terminally cranky guys on the cell phones didn’t seem to realize they were in the presence of greatness — but every one else got it.)   That’s a full flight of people who are already won over by this professional, genuine, charming individual.  Mind you, our flight had been held on the ground for an hour prior to boarding.  And, with all that’s going on with flying right now, winning over passengers is a huge challenge.

Ms. Jackson, just by being herself, shifted the experience with one quick interaction.   And, she also seemed to have a similar affect on her co-workers — who were all following her lead.

A big disclaimer — traveling on Continental isn’t always a joy ride for me.   But today’s experience is a great reminder that we all just want to be treated with a degree of care and we all love good service provided by someone who excels at their job.

Life is a series of events, and for many of us a series of travel experiences. I wish you all safe travel experiences and hope that you get to fly with Ms Jackson soon.

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