Top of Mind Thursday October 2, 2014: Make Their Day

Top of Mind Thursday
My United Airlines flight from San Francisco to Newark this week was remarkable.

Leverage2Market LogoIt wasn’t the flight itself: the plane was full, the seats too close together, and the ride even more bumpy than usual.

But it was the captain’s announcements that made this flight different. Twice during the flight he announced that two young girls were traveling with us, headed to Barcelona as part of a Make a Wish Foundation adventure. He made sure to tell the girls that everyone on the flight wished them a wonderful time.

This cost United absolutely nothing. Yet it created immense goodwill both for the girls off on an exciting but perhaps scary trip, and for an entire flight of passengers as well.

What are your employees doing to make  the day for your customers?

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