June 10, 2009 44 Comments

How USAir Turned My Grumpy Mood Around

USAir Does Well My flying day yesterday started out poorly. I flew from Manchester, New Hampshire to New York City, en route to Columbus, Ohio. Only, due to weather problems, New York’s LaGuardia airport was a mess (if you travel, this is like saying “and there was air outdoors”). They delayed my flight a few hours before canceling it entirely and pushing me onto a later flight.

When I got on that plane, we started to taxi, and then at the exact moment I looked out the window and noticed that there were approximately 579,320 jets sitting around on the runway, the captain came on and said, “Uh, we’re like…45th in line to take off.”

Seriously. He said 45th. That’s like saying, “We’ll take off next week, if that’s just the same to you.”

I flipped on my phone to tweet a bit of steam-venting (as all whiny bloggers do), and the flight attendant came over and reminded me we had to have our phones off. I pointed out the window a bit exasperated and said, “Um, we’re not going to be flying forever. Is this really going to disrupt the universe?” After a bit of back and forth, I acquiesced like a sheep and cracked open my book.

I never blame flight attendants for stupid rules. She gave me a very apologetic look. It was all she had.

Not much later, the same lady came back through the rows handing out cookies. You know, a stupid sweet treat isn’t going to change my mood around. I thanked her politely, though. It’s what she could offer, and I knew that.

She then stopped and talked to me about how her mother and grandmother had bought her son a second XBOX 360 because his first had started suffering technical problems. She was frustrated because she’d heard that XBOX had a recall on some faulty boxes, and she knew her son didn’t need another XBOX, but who listened to her?

The story had nothing to do with today.

But you get it, right?

She became instantly human. We talked. She knew that I wasn’t happy, and she knew nothing she said about the situation mattered, so she just acted human. She knew that she had me, too. I changed body language. I responded. I reacted well. Before leaving, she said, “I’ll just ring the captain and see if we can get the okay to use cell phones.”

Moments later, the captain comes on.

“Uh, so I couldn’t get a word in edgewise with ground control, but I texted my supervisor. We just figured out that the tower’s not letting anyone depart on a westbound route…” (and listen, if you’re a pilot and I’m getting my routes wrong, this isn’t the point of the story) “…but we just plotted a course from a southbound runway, and we’re cleared to go. Flight attendants, please take your seat immediately.”

Huh?

Basically, our captain did the equivalent of jumping the curb and scooting down the breakdown lane to get us out of the traffic snarl.

We were airborne in less than two minutes after the XBOX story.

So, what went down?

USAir wasn’t responsible for bad weather. The flight attendant wasn’t responsible for the rules. The pilot wasn’t responsible for a 45-plane lineup.

But our flight attendant gave us a cookie. She disarmed a few frustrated passengers (me included). She didn’t go on and on about the situation, but instead did what she could with what she had. The pilot did the same, and further more, he got creative and went around a few roadblocks.

In all, it felt to me like a really great customer service turnaround, and judging by the looks of other folks on the plane who’d endured an equally bad travel day, we all felt similarly satisfied by what went down.

Do the best with what you’ve got. Be human. Connect.

It’s good stuff. Thanks, USAir.

Related posts:

  1. Silly Man Goes to NYC-Film at 6AM
  2. Reasons Why I LOVE JetBlue and not Continental
  3. In Praise of Praise

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  • Matthias

    I got your point. But in addition to that, you might watch this video.

    http://www.youtube.com/watch?v=jETv3NURwLc

    I always wondered how many people do not respect flying as still an extraordinal way of transportation. This video brings it to the point.
    It might help you to be more relaxed in these situations from the very beginning.

  • http://www.waldon.id.au/ Craug

    Great post. Anyone who travels knows how frustrating it can be. It helps when everyone realises that fact and tries to get along – just what you describe.

  • http://www.booksonthenightstand.com/ Michael Kindness

    fantastic post Chris… It's nice to hear of _human_ airline employees instead of the ones who only say the same thing over and over. I had a real, friendly flight attendant on a flight last week. We were only delayed 30 minutes, but her banter on board put me in a better mood!

  • http://johnhaydon.com johnhaydon

    Chris,

    What a great story!

    “Human Capital”, as they are sometimes referred to, are really a companies greatest “asset” (hate that word too). How can companies quantify the infinite power of humanity?

    John

  • http://www.gradontripp.com gradontripp

    You know the part that got me? The pilot texted, and said so. He used a newer, quicker technology to bypass the rigmarole and get the plane off the ground. Bravo to him – just don't try that when landing!

  • http://gerardmclean.com/ Gerard McLean

    @Matthias I was thinking about that same video as I was reading the post. Dead on perspective on flying and all this technology we all now take for granted. I think sometimes we are all driving a Vespa on a freeway and complaining it doesn't have enough horsepower. But, it's cheap and all we could afford.

    Airlines can't afford to fly routes with the service levels passengers expect, but passengers are unwilling to pay enough for a ticket to support the costs. Same with all this free stuff on the Internet, including Twitter. So, you get back ups on tarmacs and fail whales. We did it to ourselves. And we keep doing it.

    Chris, I know that is not the point of the post, but it was the context in which the post was framed. Eventually our expectations of now, now, now, cheap, cheap, cheap will yield no “southbound runways” to choose and no cookies to hand out.

    As a side note, some airlines do hire smarter, better people US Air, KLM, SAS and British AIr (I Love BA.. that accent makes even bad news sound pleasant) Of course, eventually, there will not be enough profit to attract evan marginally good people for these airlines (TSA anyone? ;-( )

  • http://www.fabulousphotogifts.co.uk/ Fabulous Photo Gifts

    Hi Chris

    Someone mentioned valuable human resources earlier – whether you're a face to face or over the telephone 'face' of the company, to that customer – you ARE the company.

    Once (as an employee or business partner) we accept that, then things move on just fine. It's when you get (usually low paid) employees just 'doing their time' with little enthusiasm that sparks fly in situations like you describe above (no pun intended).

    This is why bosses have started going back to the shop floor – the point of contact with your customer is where your brand can loose (or gain) the most face.

    Usually all people want is a little help or understanding – we know they you can't change the situation but that you understand what we are going thru is enough. Something magical happens then because the customer feels like they are the only person that matters to you.

    Priceless.

    Jonathan

  • http://www.fabulousphotogifts.co.uk/ Fabulous Photo Gifts

    Certainly don't try it when you're landing a Space Shuttle! lol. 'Huston we ave prob'…

  • FrankReed

    Great story Chris. I had a similar experience with USAir last year where I felt like they actually were human and gave a 'you know what'. When you hear more stories that echo what you personally experienced that does wonders for me and my already strong positive opinion of USAir. Unfortunately, that warm fuzzy doesn't always overcome the 'what's the cheapest flight I can get' need but if I do end up flying USAIr I feel pretty certain that even if something cruddy happens they'll handle it well.

  • http://www.jakapatwood.com/ jesse

    nice theme

  • http://www.loususi.com loususi

    USAir Turns Grumpy Mood Around … News @ 11 ;] … very cool story Chris … i think the most important lesson we need to learn over + over + over + over + over + over again is that little part you put out there in the last paragraph … be human … or better yet, be yourself … i think the flight attendant finally broke through to you when she told you a story … that horrible, horrible XBox story … i think one we can all relate to … i have an XBox { minus the 360 } that plays maybe half the games we have … but anyhow, long story short, she told you a personal story … and storytelling is a powerful, powerful thing … as you just demonstrated through this amazing post … thanks again …

  • http://retheauditos.com/ Francine McKenna

    Chris,

    I can't imagine you grumpy.
    Stoic.
    Stern.
    Silent.
    Yes.

    After so many years traveling in Mexico and South America, no traveling trials and tribulations bother me anymore. I've seen the worst and lived through hell on earth, in another language. WIth non-stop smokers. And mad rushes to the jetway when the boarding announcement is made. And more luggage and carry-ons than you thought typically diminutive people could possibly bring on board. Carry ons that cluck. And slosh. And stink like leftover chicken with mole sauce.

    Now when there's a delay or stupid, unexplained change of gate or plane, I sit still , close my eyes and say “Om.” Then I take another gulp of my four shot venti vanilla soy latte and do what I'm told.

    Peace.

  • http://www.facebook.com/people/Kelley-Bell/1267770569 Kelley Bell

    What a nice story. It was a pleasure to meet you last night when you arrived safely in Columbus. Have a great time at the seminar! Oh and LOTR > Star Wars. LOL.

  • http://twitter.com/JamesonBull Jamie Bull

    I do think that it is funny that it is pretty funny that (at least in Google Reader) a Virgin America ad appeared right at the bottom of this post. Too funny.

    Like Gradon said, hopefully the pilot didn't try any sly tricks during the landing! Since you lived to blog about it, I'm guessing everything past the takeoff went nice and smoothly.

  • http://twitter.com/startabuzz Honeybee Consulting

    I love hearing a story about how a company did something RIGHT, as opposed to hearing people moan, complain or generally gripe about any instance in which they didn't 't get their way. Frankly, I think that flight attendants have among the more stressful jobs imaginable and I know that my head would spin around like Linda Blair on PMS if I had to deal with irritated travelers day in and day out. So, thumbs up to your flight attendant and to the pilot for having chutzpah.

    You might enjoy reading a good “be human” warm n' fuzzy yarn about another unlikely purveyor of good customer service: http://honeybeeconsulting.com/2009/06/07/truth-…

    Now, if you'll excuse me, I need to find a cookie.

  • http://www.3princessesmomma.com/2009/06/7-tips-on-moving-back-in-with-your-parents/ Momma

    Thank you for sharing a story about a company's employees “getting it right”… an airline, no less! It helps those of us who vote with our feet know where to start looking for better experiences.

  • http://twitter.com/chris_at_shure Chris Lyons

    Great post, Chris. After years of helping customers, I've come to believe that most just want a few things from the companies they deal with. First, they simply want you to treat them like a person and not some sort of human pothole that you are trying to avoid. Second, they want you to make an effort – even a small one – to make the situation better. Third, they want a satisfactory outcome — but if you do the first two things well, they'll be more willing to accept an outcome that isn't 100% of what they wanted.

    USAir scored on all three in this case. The flight attendant recognized your frustration and tried to make the situation better by using the only tools she had: conversation and cookies (and those are pretty powerful ones, actually). Then the pilot, instead of just accepting 'the rules' that said the plane needed to wait in line, improvised a workaround that delivered a satisfactory outcome: you got home sooner.

  • http://exilelifestyle.com/ Colin Wright

    Very good story, with a very good point. It's the simplest of things that can make or break an experience sometimes, and it's always a nice surprise when someone within a corporation takes the initiative to do one of those simple things.

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  • http://twitter.com/MicheleMiller Michele Miller

    A story that resonates with so many of us frequent travelers, Chris. I know we've all had the good and bad of airlines. It all comes down to the personnel on each individual flight. I love it when they're human, they understand what the passenger might be thinking and feeling, and work hard to streamline a solution. It would have been so easy for the pilot to just sit in line – bravo!

  • http://www.twitter.com/usairwaysgirl USAirwaysGirl

    Chris –

    This is why you are awesome. You not only recognize goodness, you elevate it.

    Really big (((hugs)))

    XOXO,

    Jody Gnant

  • http://www.yourstorys.com/ Larry Lawfer

    One of your best and most instructive real life stories you have shared, thanks Chris.

  • http://blog.angelaconnor.com AngelaConnor

    This is ABSOLUTELY what I am talking about and these types of interactions translate well online. I am so not plugging my new book here, but in it I go on and on about the '18 Rules of Community Engagement' and most of them involve simply being HUMAN. Engaging people online and growing communities require the same type of social skills we employ in person without even thinking much about it. That woman became human and started talking about her real life and made it personal. That shift in body language you reference Chris, is the same shift that happens online when that user decides to come and give your site/information/community/product another try. When they sign up for your email, become a member or add you to their RSS feed.Emotions create that shift. We've all struck up a conversation with a stranger in the line at the grocery store once we've both been waiting forever and share a common gripe. Personal experience is what it's all about. It is how I grow community. It works. Share, share and share again.
    *Stepping off soapbox now…*
    Angela Connor | @communitygirl

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  • http://ericinparkcity.wordpress.com Eric_Hoffman

    This is spot on with my motto for the year – “Do the best you can with what you've got.” It sure sounds like the crew of your flight is taking that to heart! Quick thought, should you be thanking USAir, or the crew of USAir flight number____? In any case, it's always nice to hear stories of large and small companies where their employees are making the best of difficult situations. Thanks for the story and good luck with your ongoing travels!

  • http://rel8ing.com/ Dan Johnson

    Chris,
    You touched on a little thing that is a huge interest of mine and my blog… relationships. It's not that you needed a lifelong commitment to stay connected to the flight attendant, you simply allowed her to relate to you for the moment in which it was appropriate. She completely demonstrated the power or magic or something of how relating to one another can significantly improve our lives. **Dan

  • http://www.facebook.com/people/Andy-Triboletti/1807687 Andy Triboletti

    I guess one small moment of humanity and customer service for a flight crew of US Air is really extraordinary. Congrats on the experience. I will never fly US Air because I fucking hate how I was treated by them, and I don't think anything will ever change that while there are competitors. I love Southwest, Jetblue and some other airlines and I hope every employee at US Air has to find a new job after they go inevitably go bankrupt. Fuck 'em.

  • http://www.facebook.com/profile.php?id=593364415 facebook-593364415

    Nice story! Everyone likes a happy ending.

    I like that you are reminding folks too that the flight attendant isn't the enemy, that civility and humanity can make a big difference, especially in hard situations.

    Love that the pilot texted too!!!

  • http://www.carriewriterblog.com/ carrie

    This is a great story Chris. I notice you have blogged a fair amount about travel experiences and communication, have you ever considered a book about this? In any case, I know flying can bring out the best and the worst in us, esp. these days with all the stress of travel. I have found this same technique, finding common ground, so to speak, also works with bus drivers. When I lived in New York, I was often able to get the drivers to stop at unofficial stops by being friendly and making small talk. Also, many people are rude these days, so being friendly and a genuine nice person stands out. I was at an event at a restaurant the other night, where the speaker had to remind everyone to leave the waiters a tip. Are you kidding?

  • Kathy Patton

    Glad you made it to Columbus! Fantastic story. Human's acting Human. No explanation or exaggeration just simple cordial human interaction. Pleasure to meet you and tell all my fellow Massholes hello! Kathy

  • http://detroit.fwix.com Jamie Favreau

    Great post!
    They really thought outside of the box. Which is really great! It gives us all another avenue with people when dealing with them on a regular basis.

  • http://www.christinakatz.com/ Christina Katz

    Good story. I'm flying into Manchester in July. I'll look for you in the airport. If I see you, I'll wave on my way to NH. :)

  • http://www.barrymoltz.com/ Barry Moltz

    Chris- love this example- can I use it in my customer service book as a quote from you?

  • http://www.jeffpersch.com JPersch

    Next time you fly out of ManchVegas drop me a line and we can do lunch. Haven't seen you since I dropped the scene….603.521.0558

  • http://www.ballywick.com/blog Lauren

    And it didn't cost them a penny! Quite the lesson indeed. (And a far cry better than West Jet, which makes unwilling passengers play games, pitting 1 side of the plane against another for first off privileges. *Shudder*).

  • http://twitter.com/elbiddulph Eleanor Biddulph

    Chris – great meeting you today. The above is just what we try to help our customer service teams understand – problems will happen. It's a fact of life. What the customer will remember is how we respond when a problem comes up. Your story is another example we can use to reinforce the idea. Hope your trip back home goes smoother!

  • http://chrisbrogan.com Chris Brogan

    But of course. : )

  • RedBaron007

    Thanks so much for passing along a positive experience. As a US Airways Express pilot, it's rewarding our efforts don't go unnoticed. This experience is also great insight for those crews and ground workers who don't seem to deliver quality customer service. Thanks for flying with US!

  • http://twitter.com/laurenamcmullen Lauren McMullen

    I don't think that flight attendants get near the respected they deserve. They have to calm the nerves of the scared, change the attitudes of the annoyed and in a moments notice become the life line to their passengers during a crises such as when flight 1549 had to ditch in the Hudson in Jan.

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  • http://twitter.com/zaneology zaneology

    It's nice of you to notice their effort instead of taking for granted that they are just “doing their jobs well.” Recognition, appreciation and reciprocation of positive acts can change the world. We can always make a difference – whether it's positive or negative – is up to us.

    See you at 140conf.

  • http://twitter.com/jasonbroaddus Jason Broaddus

    Being human and connecting it's so often lost during customer service, I always feel like a number/statistic on a chart when dealing with companies as an dissatisfied customer. Usually all I feel like they want to do is shut me up or in your case stuff a cookie down your gullet, but instead of just the cookie you made a real connection with a person. Thanks for the post.

  • http://twitter.com/jasonbroaddus Jason Broaddus

    Being human and connecting it's so often lost during customer service, I always feel like a number/statistic on a chart when dealing with companies as an dissatisfied customer. Usually all I feel like they want to do is shut me up or in your case stuff a cookie down your gullet, but instead of just the cookie you made a real connection with a person. Thanks for the post.

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