The Airline Saga Continues…
You must read my blog from yesterday before you can understand what I am saying today. Now, if you were not with me yesterday, have you read it yet? Go now, if you have not, to my blog from yesterday…back? Good. Let me continue…
Okay, I know you have been right where we walked on Sunday. I mean this has become a part of America, just like apple pie and Chevrolet, right? The saga became influenced by those people. Not the travelers like us, who paid real money for a real expectation like get to our destination! The saga was influenced by employees of entities. It all began on Saturday night with this attempt.
I called to change our flights after I came home and had to work through with Jeana on whether or not we could leave at the 1:05 p.m. time. After staying on the phone for 30 minutes, it became very apparent that I would have to pay $1,300 plus to change my flights, unless I wanted to attempt to call at 12:45 to see if I could get on the 3:35 p.m. flight or even one later. I knew it was booked all day Monday so that became apparent as a non-option. Obviously, I was not going to dish out that kind of money, so I determined I would wait and evaluate on Sunday morning.
I was up at 3:30 a.m. on Sunday, spent my time with God, went through my message, exercised for 40 minutes, woke up Jeana at 6:00 a.m. to discover where she was in her journey. We determined to attempt to get on the 1:05, but I had not started packing for this event. Plus Jeana could barely move, so how would she make it? The Lord provided, we hopped on the 1:05 p.m. flight and then we got to Atlanta.
Of course, after the third delay in Atlanta, I attempted to communicate with an employee who showed no interest in anyone. Therefore, to no avail, all I received was what others received: disinterest, eyes rolling, hey “I don’t know anything.” However, I translated it, “Look at my face, do I even care? It is a job and I am getting off soon.” This continued through my journey on numerous occasions, plus when I got to Panama City with no luggage, it was continuing with that employee, plus the rental car place “rolling eyes” yada, yada, yada.
When I attempted to find my luggage, I got directly involved with the airlines at Fort Walton Beach and I got a caring, compassionate person whom I commended big-time for her spirit of service! You know what I noticed, my attitude adjusted when I knew someone just cared. By that time, I just needed to know they cared. I must say also, they came through. My bags were at my hotel by the time Jeana and I were up on Monday morning and when we left Panama City, not one soul in the airlines knew where they were nor really appeared to care.
When you travel, these things happen. Yet, it always helps when just one person cares. You know what I thought of every time: “how many times do people call our ministry and talk with one of our staff members…what do they sense?” Do we really demonstrate care? Do we go the extra mile? Do we convince them we are caring people?
Just think: I went through this on Sunday following not only a fabulous Easter Weekend, but also an in-depth training period on the previous Thursday from the man who built “service” into one of the greatest hotel brands in the world! I kept thinking all day, “you should have heard what I heard on Thursday with my staff and with other business persons.”
My point for the day: Care for others! You cannot just “work up a care,” but you have to be a caring person for what people are going through in your life.
Model care for others…“Oh God, please help me to always care for others.”
Pastor Floyd:
While a student at SWBTS I was alarmed at the cost of mission travel and the lack of consideration given either during the reservation or at the airport. Prompted by God I founded DaySpring Mission Travel. I seem to remember that you used us a couple of times. After 10 years I incorporated and then found myself in battle with an investor. I eventually sold the company to him and went to work for a major airline. I guess that my “preacher skills” came into play and I was soon promoted to Instructor and then developed a curriculum called “Contagious Customer Care”. A) The employee needed to be contagious both to the customer and other employees. B) The Customer is the central part of everything we do. As my Day always taught me, “You work for the customer, or you don’t work at all”. C) We can provide SERVICE easily. But providing CARE requires a smile, listening to the customer, calling them by name and demonstrating genuine empathy that motivates us to resolve problems and retain business. My strategy led first to my being elevated, then to be lambasted and forced out by those who said it took too long and cost too much money to provide care over service. Another area of conflict was my insistence that the gate agent profile more closely a pax who is traveling cross country with only carry on luggage. But again I was told that delayed departures were not acceptable to the customer or the company. (But it would have prevented 911) Evidently I was hired as a consultant and I once again went on my campaign to tame the monster. Finally with the industry downturn I was turned out.
I still teach my strategy to corporations or churches. I’ve also had the joy of planting a church and presently I am interim Pastor of a small struggling congregation. Please pray for me as I seek a new place of service.
I am sorry that you had rough times with the airlines. It doesn’t have to be that way. Thank you.