Attitudes, Influence and Service

During this time of the ups and downs of the COVID pandemic, I’ve reflected over how I’ve learned some important lessons along the way. Going forward, through the end of the year, this Blog will focus of some of the those lessons; how we might all reflect a bit more on some of our personal experiences that have added to our individual stories.

It was way too early, especially for someone like me. I think morning should come at two in the afternoon, and not a minute before. I know, I know . . . all the “morning people” are thinking, “What about watching the sun rise? There’s nothing more beautiful!”

For those of us who prefer late hours, God provided sunsets as compensation for missing the early morning. I love sunsets!

However, one very early morning back when we could actually travel and work in various countries, communities and cultures, I found myself at yet another airport.  I was struggling to stay awake until I could collapse on the plane and finish sleeping. But as often happens, my plan was not to be. In retrospect, I wouldn’t have missed this for the world; although, I still wish it had come later in the day.

They were an unlikely pair. Dominick and Gena — flight attendants for American Airlines on that early morning flight. They worked together like a well-oiled machine (or a well-practiced vaudeville team might be a better description). They provided safety, coffee (thank goodness), satisfaction, laughter, and just a wee bit of insanity as we flew at 31,000 feet.

From the moment we stepped into the plane, it was evident that this would be a flight of interaction, caustic barbs, and entertaining New York street idioms.

Dominick, the Purser, was a New Yorker, through and through – perhaps originally from Queens, Brooklyn or the Bronx. To one unfamiliar with the “obvious” differences in those locales, it made no difference to me. He fit my stereotypical perception of a streetwise, smart aleck New Yorker . . . of course his name was Dominick! Perhaps 5’8”, slight of build, with curly, slicked-back, gray hair and a twinkle in his eyes, he kept the passengers amused, while carefully seeing to our every need (except my plan to nap, of course).

His attitude of “fugeddaboutit” – “I don’t do anything I don’t wanna,” was the perfect foil for Gena, his tall (at least 5’10”) partner, complete with a great tan and a Julia Roberts smile. Her off-hand tolerance of his persona was an obvious, complementary, balance for his “in your face” style.

Prior to take-off, Gena shuffled between the galley and the first-class cabin completing the “normal” pre-flight, passenger-related tasks.  She did it all while carrying and drinking her own cup of coffee, necessary for the early morning hour.

Dominick, on the other hand, was “intrusive,” in a polite sort of way, as he claimed not to understand the various coffee and tea requests. His statement to one passenger was, “I’m here for your safety, not your stomach,” summed it up, and we were all better because he helped us laugh. His introduction of the pilot was classic: “Our pilot today is Michael uhm . . . well, we’ll just call him Michael, ‘cause his last name is too long.” Gena’s world-weary comment, “It’s been a long 3 days!” was accompanied by rolling her eyes, her generous smile and obvious affection for those she served.

O-dark-30 is never a good time to begin anything (at least for me), especially a day of travel. But with genuine caring, passion for their work, and “attitudes” that encouraged comfort and laughter, the obvious question from Dominick – “Everything ok with youse guys?” – commanded a relaxed, affirmative answer from every passenger.

Attitudes – funny how they can make or break an experience. On the surface these “attitudes” could have been perceived as offensive; in fact, a written transcript of their dialogue would horrify any customer service expert. However, they weren’t offensive. Why? Because what made it work was that it was different than the typical, rote, “plastic pabulum” that often passes for “customer service” in a variety of organizations – yes, even online during a pandemic! Dominick and Gena were real people, displaying genuine personality. There was no pretense, no fluff. They were practical and sincere, dependable and down-to-earth; not polished to bland perfection. Rather they demonstrated rough and ready styles that made everyone smile, relax and realize that we truly were in very good hands! They not only made the early morning flight enjoyable, they made it memorable and remarkable (and I’ll bet you I’m not the only passenger from that flight still “remarking” about our unique flight experience)!

What kind of attitude and personality do you display? What about those who make up your organization? Is it genuine, sincere, unique? Or is it “plastic” and obviously false?

As leaders, we all have opportunities to influence our employees, clients/customers, colleagues and suppliers. How we choose to influence others is reflected in the service we provide. Dominick’s and Gena’s styles worked for them, in their environment. It was natural, totally transparent and provided just enough humour to be appreciated. How are you influencing others? How is your influence reflected in the service and behaviours of those whose lives you touch, whether virtually or up close & personal? What are they learning from you?

I can’t speak for everyone, but in my mind, Dominick and Gena had it right. They were completely genuine, promoting more smiles, laughter and interaction than is normal on a flight (even during civilized hours). The time flew by (no pun intended); I didn’t get my nap. I got something better . . . laughter to start my day.

As we descended toward our final destination, Michael (the Captain) thanked us for flying with them and then he thanked his Miami-based flight crew. Gena was right; it had been a rough 3 days . . . it was hurricane season!  Never easy for flight crews.

The ability to laugh, sincerity, and genuine passion for life and for their work was obvious through the unique and quirky behavior of both Dominick and Gena, providing insight into their attitudes. What insight do you and your organization provide to those you serve?