135-THE PEOPLE AROUND YOU (Anecdote)

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135-THE PEOPLE AROUND YOU (Anecdote)

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135-THE PEOPLE AROUND YOU (Anecdote)

  1. 1. .THE PEOPLE AROUNDYOUA TRUE STORYA TRUE STORY
  2. 2. The following event took place during aThe following event took place during atransantlantic flight on October 14, 1998.transantlantic flight on October 14, 1998.A lady was seated next to aA lady was seated next to ablack gentleman.black gentleman.
  3. 3. The woman, visibly upset,The woman, visibly upset,asked the flight attendant toasked the flight attendant tofind another seat for her asfind another seat for her asshe didn’t want to sit next toshe didn’t want to sit next tosomeone so unpleasant.someone so unpleasant.The flight attendantThe flight attendanttold her that thetold her that theflight was quite full,flight was quite full,but that she wouldbut that she wouldcheck and see ifcheck and see ifthere was room inthere was room infirst class.first class.
  4. 4. The rest of the passengers watched the scene withThe rest of the passengers watched the scene withshock and disgust, not only because this womanshock and disgust, not only because this womanwas so obnoxious and rude, but for the fact that shewas so obnoxious and rude, but for the fact that shewould actually be moved to first class.would actually be moved to first class.The poor man felt terribly uncomfortable about thisThe poor man felt terribly uncomfortable about thiswhole scene but was cordial enough not to react.whole scene but was cordial enough not to react.
  5. 5. The climate in theThe climate in thecabin was ofcabin was ofcomplete tension,complete tension,but the ladybut the ladyseemed pleasedseemed pleasedand very happy toand very happy tobe moving to firstbe moving to firstclass away fromclass away fromthis person.this person.
  6. 6. A few minutes later theA few minutes later theflight attendant returnedflight attendant returnedand informed the woman:and informed the woman:““Excuse me ma’am, theExcuse me ma’am, theflight is indeed prettyflight is indeed prettyfull…full………Fortunately I found aFortunately I found aseat available in firstseat available in firstclass.class.
  7. 7. ““It took me a while because in order to make thatIt took me a while because in order to make thatchange I had to get permission from the captain.change I had to get permission from the captain.He told me that we shouldn’t force anyone toHe told me that we shouldn’t force anyone tohave to sit next to someone so unpleasant, andhave to sit next to someone so unpleasant, andauthorized the change right away.”authorized the change right away.”The other passengers couldn’t believe what they wereThe other passengers couldn’t believe what they werehearing… and the woman, with a triumfant expressionhearing… and the woman, with a triumfant expressionon her face, proceeded to get up from her seat.on her face, proceeded to get up from her seat.
  8. 8. Then the flight attendant turned towards theThen the flight attendant turned towards theblack man and said:black man and said:-”Sir… would you be so kind as to follow me to-”Sir… would you be so kind as to follow me toyour new seat in first class? On behalf of ouryour new seat in first class? On behalf of ourairline, the captain offers you his apology forairline, the captain offers you his apology forthe fact that you had to put up with someonethe fact that you had to put up with someoneso unpleasant sitting next to you.”so unpleasant sitting next to you.”
  9. 9. All the passengers applauded and gave a standingAll the passengers applauded and gave a standingovation to the crew for handling the situation so well.ovation to the crew for handling the situation so well.That year, the captain and the flight attendantThat year, the captain and the flight attendantwere awarded for their actions on that flight. Duewere awarded for their actions on that flight. Dueto this, the company realized they had not placedto this, the company realized they had not placedsufficient priority on costumer service training forsufficient priority on costumer service training fortheir employees.their employees.
  10. 10. The Airline made inmediate changes!Since this event, in all of their offices and in clear sightof their personnel, the following message is posted:
  11. 11. ““People may forget what you said to them.People may forget what you said to them.People may forget what you do to them.People may forget what you do to them.But they will never forget the way youBut they will never forget the way youmade them feel.”made them feel.”

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