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As I boarded the flight, I was greeted by a flight attendant. In the course of a year, I'm greeted by dozens of flight attendants, most of whom are pleasant and professional. This one, however, struck me as different.
She not only said "Hello," looked me in the eye, and smiled, she added "how are you today?" in a way that seemed she was really interested in my response, not just a throw away pleasantry. "I'm doing great" I responded. "I'm glad to hear it," she continued, "we're going to have a great flight."
I noticed she interacted similarly with every passenger she came in contact with. She wasn't just doing her duty by perfunctorily interacting pleasantly with each person, she seemed actually interested in their responses.
A passenger had difficulty putting his too-large carry on in the overhead bin. She approached him "What do you have in here? Your life's belongings?" She tried to help him stuff it in, but no amount of shoving would get it to fit. "Darlin'" (she was from the south) "I'm afraid this baby just isn't going to make it. Let me just have those strong baggage handlers gently put this in our underbelly." He complied easily.
I chatted with her about her attitude and approach to her work. She was in her late twenties, had been flying for a while, and really liked what she did. "I like people," she stated clearly. "It's clear you do," I confirmed, "but what about difficult passengers?" "I've not met someone I couldn't get through to. I just treat them with respect and don't let them ruffle my feathers. They all come around sooner or later."
Flight Attendant Paschalis Cowell is from Louisiana. She has a special way about her that makes you feel better to have been on her flight. Look for her on American. When you find her, tell her I said "hello."
© 1996 Morgan Seminar Group
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Rebecca L. Morgan, CSP, CMC, is a dynamic speaker and seminarist. She is the author
of four books, TurboTime: Maximizing Your Results Through Technology, Calming
Upset Customers, Life's Lessons: Insights and Information for a Richer Life,
and Professional Selling. For information on her speaking services, books, and
tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662,
fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please
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