I’m infinitely intrigued in certain items and wholly disinterested in other individuals, which involves just about anything mechanical you will come across minimal center floor with me.
When I set my vital into the ignition of my vehicle, anything occurs to make it start off that I will not have to recognize. I appreciate viewing good Television set systems, but I will not treatment how the image will get into my Television. Having said that, if you demonstrate me a shopper services champion, I’m all more than it. I’m fully curious about people who make a big difference.
This brings me to Captain Dennis J. Flanagan of United Airways. This is what took place that piqued my fascination about this guy of character.
My wife and I were being flying to Arizona to shell out a 7 days in Sedona. Our Denver-certain flight was to depart from Baltimore on United Airlines. About 30 minutes prior to our scheduled departure, we sat at the gate waiting to board when the door to the Jetway opened. The United captain emerged, strode to the ticket counter, and grabbed the microphone. Primarily based on my sizeable flying encounter, a wide variety of feasible eventualities bombarded my mind – none of them excellent!
Then this captain began talking. “Excellent morning, women and gentlemen. I am your captain, Denny Flanagan.” He went on to describe the temperature we predicted and our route. Then he reported, “We’re flying a Boeing 757 this morning. If you have any concerns for the duration of our flight about the aircraft or flight, I will be pleased to respond to them. Our aircraft this morning is in terrific shape.” A extensive pause ensued, then, “And I’m in fantastic condition.” The travellers chuckled. “By the way,” he continued, “this is my 1st flight.” Silence… “These days!” he included with a grin.
Great. He does schtick! He’s a pilot I can relate to.
Between the waiting around travellers, I could see their moods swiftly transform like a wave. They hadn’t earlier appeared anxious or nervous, just indifferent or exhausted. Following that announcement, they appeared jovial and eager to board.
We puzzled what would transpire subsequent. Jimmy Buffet with a parrot? A conga line?
As we started boarding, Captain Flanagan stood at the doorway to the plane handing out playing cards with a 757 pictured on a single side, and a description of the plane on the other. Greeting him, I outlined I was an executive mentor and guide who released a regular newsletter. I claimed I’d like to compose anything about his congeniality and gave him my enterprise card. He replied that he’d appreciate to chat at some stage.
An hour into our flight, Anne, the purser, spoke around the intercom stating, “Fantastic early morning, girls and gentlemen. We right here at United think journey should really be entertaining. So Captain Flanagan is raffling off discounted tickets on United.”
Hold out a minute, now we are acquiring a raffle? What is following? Karaoke?
She continued, “On your cocktail serviette, make sure you publish down the explanation you selected United for your air vacation. I’ll then attract four napkins and study the responses. All those people will each get a coupon really worth a lower price on a long term United flight.”
The raffle concluded, and I didn’t earn. But a several minutes later, Anne arrived down the aisle with 1 of Captain Flanagan’s small business cards. On the again was this notice: “Mr. Golletz, You are a valued customer and your small business is significantly appreciated. Remember to allow me know how we can exceed your anticipations. Also, could you hold out for me after the flight?” Signed, “Capt. Denny.”
I could not meet him simply because of a restricted connection in Denver, so I asked Anne to notify him I would simply call him after my Sedona vacation, saying I was eager to know extra about him. Prior to taking my reaction to Denny in the cockpit, she told me what she understood about this unusual and remarkable man:
- He institutes the raffle on just about every flight and posts the cocktail serviette responses where by United staffers can read through them.
- He has a big number of copies of a espresso table-sized e book on United’s historical past and offers them to United associates who respond to prospects in remarkable approaches.
- He handwrites personalized thank you notes on the back again of his organization cards to each and every first-class passenger on each one particular of his flights.
- He delivers his personalized credit card to unaccompanied minors on his flights so they can use the in-flight telephone to call house.
- Just one of Denny’s co-pilots, Buck Wyndham (how’s that for a pilot’s name?), was so amazed that he asked Denny if he could record him for various days following the brass okayed the strategy. The movie recording was subsequently used for instruction at the firm.
When I obtained dwelling from that vacation, I spoke to Denny and a variety of persons close to him. My key issue was, “What produced this dedication to customers?” Denny reported, “I do it simply because it truly is my work.” Not a dude prone to self-congratulatory behavior. His wife, Terri, informed me he has a profound sense of responsibility and loyalty that endures in spite of adverse situation. His affiliate Bud Potts, an additional United pilot, couldn’t clarify this high-quality in Denny. He expressed his admiration for the two who Denny is and what he does.
Keep On Understanding from Captain Denny
What have I uncovered (or reaffirmed) from my expertise with Captain Denny? Right here are three conclusions:
1. For years, United Airways has long gone by loads of perfectly-documented challenges. Supplying a dazzling location amid the fray is a chief who demonstrates resilience, persistence, tenacity, a really like of people today, loyalty, and devotion. Where by he got it isn’t as essential as that he has it. Character counts!
2. Folks stick to examples relatively than orders. Usually, Denny preaches the phrase of consumer provider to other United associates. They hear to him for the reason that his steps mirror his words and phrases. He is reliable and genuine. He reaffirms what he suggests with what he does.
3. When faced with complicated situations and conditions, we have options. We can concentrate on the very good with a favourable attitude or whine about the way items are and harbor resentment. You’ve possibly heard it just before and I will say it once more: Resentment is tantamount to drinking poison and expecting anyone else to die. I know persons at United who want the enterprise to fail due to the fact of deep-seated animosity and their require to prove by themselves appropriate. At the chance of showing up simplistic, I say, “Come across one thing else to do with your lifestyle!”
When instances get rough, folks toss in the towel and go away out of disappointment. To those people at United and other corporations who have confronted identical worries and gotten out, I say, “At times leaving is the suitable response – for the two the corporation and the person. Greater to go away than seethe.”
To folks anyplace who choose to plant their toes and work for productive improve – Bravo! Uncover other like-minded persons to provide you with the courage to proceed the struggle. Incubate thoughts initiate impartial action take threats build the corporation you want.
To anyone, but most particularly the government professionals of United, what can you understand from this story and how can you leverage that lesson? Will you have the bravery and smarts to spot your bets on people like Denny Flanagan?
P.S. I to start with wrote about Denny in my month to month publication in 2005. Because then, other individuals have also seen his awesome features. For case in point, he has appeared on Television set community reveals “This Morning” and “Very good Early morning The us” and has been featured in a page-1 story in the Wall Road Journal. In an market that desperately demands heroes, Denny joins pilot Sully Sullenberger (of “put the plane down in the Hudson River” fame) as a dude worthy of emulating. I am proud that Denny and I have turn out to be very good friends. When he is in D.C. or Baltimore, we continue to have meal jointly. (Arrive to consider of it, Denny, you owe me a food.)
Copyright 2010 Rand Golletz. All legal rights reserved.
