The “Flight Attendant Special”
June 10, 2009
I had to make an unexpected trip to New York City last week. My mother had a very bad infection and had to be admitted to the hospital. It was actually touch and go for a few days before the IV antibiotics finally kicked in. Thankfully, she’s out of the hospital now, and is recovering nicely.
After three days of hospital vigil, I was heading back home, both physically and emotionally drained. The flights between Raleigh and LaGuardia Airport are on small regional jets. And because I had to book these tickets at the last minute, I didn’t get my customary, roomy exit-row seat.
So there I am, fatigued and cramped into a small seat on a small plane. I knew it was going to be a long two hours when the person in front of me reclined his seat all the way, nearly breaking the screen on my laptop computer in the process.
Then, after we were airborne, things started to look up as the lone flight attendant on the flight came on the PA system to tell us about the beverage service.
“Welcome aboard American Airlines Flight 4716 with non-stop service to the Raleigh-Durham International Airport. I’m not going to bring the beverage cart down the aisle because we’re expecting some choppy air along the way, and the cart is a little tricky to put away when it’s bumpy. Besides, I think that wheeling a big metal cart down the aisle is kind of impersonal, so here’s what we’re going to do today:
Since most people order water or Diet Coke, I’m going to bring those out first. Then I’m going to bring my “Flight Attendant Special,” which is cranapple juice, orange juice, and ginger ale.”
I had to wait a bit since I was sitting somewhere in the middle of the plane, but I’ll tell you, that flight-attendant special was actually quite good! And, as an unexpected bonus, she served it on a paper napkin on which she had hand-written: “Enjoy your drink! – Lynn” – not just for me, mind you, she did this for every passenger she served on that flight!
When she passed by later, I complimented her on her creation and asked if I might get another glass. Not only did she mix up another batch, she also came back on the PA system and taught us all how to make the drink, complete with the correct ratios of cranapple juice, orange juice, and ginger ale, and even two variations some people preferred.
Naturally, I gave her one of the special recognition coupons American sends to its frequent flyers so they can recognize outstanding employees.
More importantly, the whole experience brought a smile to my face when just a few days earlier it looked like we were going to lose my mother.
Hopefully your customers, clients, patients, and members won’t find themselves in the same situation I was in up in New York, but people’s lives are extremely busy, and they’re continually stressed, fatigued, and overextended.
Anything you can do to brighten up their days and bring a smile to their face is a good thing. It may not directly lead to trackable sales and increased revenue, but it’s nice to do and it will make you both feel good.
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It was a long flight on a bigger jet and not particularly crowded…The flight attendant spoke with most and while speaking to my wife and I the conversation got extended and she sat down in the seat next to us. She brought me a second, maybe thrid cup of coffee and those delicious cookies Delta used to serve. I wrote a note to then Delta President,, Ron Allen, the guy who,like Bill Marriott, used to answer such mail….But the high point was that for several years we received a Christmas card from that young lady.
Hi there — I have come to your classes thru American Outdoors trade show and both enjoyed and learn from those times with you. I just wanted to tell you that I also enjoy reading your newsletter when I get the chance. I agree those small thoughtful “gifts” do make the world a better place. Sure hope we all can pass those relaxed smiles forward.