I’m on a plane, en route to San Francisco, and there is a kid in front of me hysterically screaming – for significantly longer than is acceptable or appreciated as far as plane etiquette goes. It’s an early flight, cabin lights turned off, completely dark outside, almost everyone on the plane sleeping…until this screaming episode.
The little boy does eventually quiet down. But 5 minutes later the stewardess walks back and says to this boy’s mom, “I just realized I have milk in my lunch box for today. Would you like it for him (motioning towards the little boy, an Organic Valley, 2% milk carton and straw in hand)?”
As the kid started screaming his parents must have asked for milk to quiet him down, but we’re told they don’t have any on board. Fortunately, the screaming did stop, things seemed settled down, people had gone back to bed. Still this stewardess cared enough to deliver what the mom had asked for – from her very own lunch box.
That’s service. That’s going above and beyond. That’s doing more than just your job.
And that’s why I love flying Southwest.
This kind of posture towards work and service is possible no matter what you do.
So, what’s in your ‘lunch box’ today? How can you use it to do your job differently? To serve someone? To extend a gesture that’s above and beyond what’s expected or owed or required?
I hope this family doesn’t fly again until their kids are ready to handle it. But when they are, I bet they come back to Southwest.