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.