We go through life and business picking up knowledge, wisdom, morals and ethics that help to enrich and fulfill us as we travel a well worn path. Sounds a bit Zen I know, but my point is we all have opportunities to gain the above and the collective knowledge and wisdom should give us a collective and collaborative advantage to make things better for all. Give advantages, care, achieve through consultative methods and find ways to make a difference. There is a question mark at the end of all of that because for all of our advantages, we still don't seem to have it together locally, regionally or globally.
Is it because we are constantly told you are not complete without winning and gaining an advantage over your competition? Is it because of our constant need for instant gratification to feel satisfied with our lot? Is it because we get stuck in our own little world and to step outside to help someone or even to make a difference is easy to dismiss as not part of our job.
Recently a pilot for Southwest Airlines went against one of the airline's major tenants of online departure, to allow a late passenger on board. Something as passengers we all dislike, as we wait for someone to come stumbling out of duty free holding everyone up and giving the flight attendants opportunity to roll their eyes as the offending passenger finds their seat.
This particular passenger had done all the right things like getting to the airport two hours prior and then standing in line as indifferent security people held him and others in check because they could, and it wasn't in their job description to treat passengers with dignity and grace while finding ways to speed them to their departure gates. The man's grandson had been murdered two days prior and he was desperate to say goodbye and security did their best not to be exceptional or make a difference in a place where they could be the highlight of the airport process.
After enduring the process he arrived twelve minutes late and we all know what that means in today's cut down airline processes, a missed flight. Instead he found a flight attendant waiting, "Are you Mark, we held the plane for you and we're so sorry about the loss of your grandson."
The pilot had been informed of the man's plight and decided to make a difference to one person while taking into account the expectations of the 150 other passengers. When the pilot was thanked he was all class and responded in that John Wayne manner we all wanted to hear and maybe see in a movie not to far into the future "They can't go anywhere without me and I wasn't going anywhere without you. Now relax. We'll get you there. And again, I'm so sorry."
The above was considered exceptional service and Southwest Airlines was praised for having such caring staff.
Why is it, that exceptional is considered extraordinary nowadays? Why is 12 minutes extraordinary when we have the opportunity, the skills, the knowledge and the capacity to accomplish that and more, while making a difference every day?
12 minutes isn't much, what are you doing to make a difference?
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