He was incredibly enthusiastic as he greeted each of us stepping onto the plane. His demeanor was friendly, genuine, happy, cordial and kind. He looked for any way possible to assist us as we boarded. He was so positive and real that he immediately connected with each passenger. As you certainly guessed by now, his name is Ray. He was an attendant on my American Airlines flight from Houston to DFW not too long ago, and he was on a mission to exceed expectations!
Ray was so authentic and enthusiastically genuine that I was amazed to see how he so quickly created such a positive and upbeat environment as soon as I had taken two steps onto the plane. Please understand, I have encountered hundreds of terrific flight attendants. They are all looking out for passenger safety first, and then making our flight as comfortable as possible (the incredibly cramped center seats and playing elbow wars with my row mates is a whole other story).
Ray was different… all in positive ways! You could tell that he decided his role was to create a very pleasant experience. He went beyond getting us from here to there. You could see how his great attitude impacted the passengers… me included! Dale Carnegie said, “Life is like a boomerang. What you send out, is what you get back.”.
Unfortunately, the airlines have generated some incredibly bad press for themselves in recent months. Largely in part to a lack of core human relations skills. As far as I can tell, the airlines don’t feel any obligation other than to get us to our destination as safely and quickly as possible.
People like Ray, however, remove some of the frustrations and stress of flying. He makes memorable experiences and all for the RIGHT reasons. Ray is a difference maker!
Ray was easily building trust, applying many of Dale Carnegie’s principles. When we do that in our businesses, we can all be “Rays” of sunshine to make a difference.
I fly a lot! Ray, I hope to see you again soon!