An Influential Experience: A Child Shall Lead Them

Growing up in the preacher’s house, I often heard my dad (the preacher) quoting scripture.  A couple weeks ago on a flight from Boston to Toronto, I was reminded of a partial verse,” . . .and a little child shall lead them”.

It was a small, regional jet, although it did have a “first class” and I had been upgraded. The configuration was 3 seats in a row: 1 on one side of the plane and 2 across the aisle.

I was in seat 2A. Getting on right after me was a mother and her 2 children – a daughter about 12 -14 and a precocious 4-5 year old boy named Amir (at least that’s what his mom called him).

Seat 1A was empty and Amir wanted to sit there. The flight attendant was both friendly and welcoming. She obviously knew seat 1A  was not reserved.  She invited Amir to sit there.  She went back to welcoming passengers as they came on board.  Within seconds, Amir started welcoming folks as well.

“Hi” he said as each new passenger boarded. Everyone smiled and said “Hello” or “Thank you” as they went by Amir in seat 1A.  The flight attendant kept saying “welcome” as well, but folks were much more interested in Amir’s welcome.

About half-way through all the boarding, a family of 3 boarded: mom, dad, and a little girl  about 3 or 4 years old.  As she passed Amir, he stopped her and asked her to give him a HUG.  She looked at her parents who nodded yes, not concerned about the difference in race or culture. Everyone who could see what was happening smiled, nodded their heads, or just enjoyed being part of the scene:  a brief hug, between two children, in a strange place.  Several audible “ahs” were heard as this special hug happened.

Amir stayed in seat 1A until everyone was on board. He greeted everyone without exception, apparently just because he could.  He neither received nor asked for anything special: not a look in the cockpit, plastic wings to pin on his shirt, or some ice cream. He was just a happy kid, sharing his energy and hellos with everyone.

Sitting in seat 2A, I had a smile plastered on my face during the entire boarding process.  My heart melted when Amir asked for and received a hug from someone his size.

In my brain was a snapshot of the difference between customer service and the customer experience, led by a little child. The flight crew provided great service: we took off on time, arrived on time, experienced a smooth ride and a smooth landing. Drinks and snacks were served with a smile and the flight attendants also said “Welcome” and “Have a great time in Toronto” or ” Welcome home”.  However, it was the feeling of being part of a brief but special moment in time as Amir led the way that truly made it a memorable customer experience.  Amir positively influenced everyone on the plane that day because we all shared in the experience he provided.

Who leads the way or sets the example in your organization, your family, your community? Who provides those special moments that generate feelings of welcome, goodwill, thanks for a job well done?  I’m not advocating an official company “hugger” in this world of pandemics and/or harassment issues.  However, we can all learn a lesson from Amir about generating a feeling through our words and actions.  By saying “welcome”, “happy to see you”, “how can I be of service”, etc. we can provide the connections that expand the service into the experience.

Thanks to the flight attendant for being flexible and allowing a little guy to sit in seat 1A.  Thanks to Amir’s mom for giving him the freedom and encouragement to be creative and friendly.  And a HUGE thanks to Amir for being joyful and encouraging as only a child can when given space and love.

How lucky was I to be sitting in seat 2A when Amir boarded the plane and subsequently made everyone’s day just a little brighter?

Who will you encourage, make feel welcome, or provide a hug-like feeling for someone today?  It’s always a choice to positively influence others.  From the beginning of the experience, whether from seat 1A, your front door, your desk or wherever you have the opportunity to expand your communication and your service to a memorable experience is a choice.