Every now and then, a column generates so much feedback that the feedback itself becomes column fodder. A few weeks ago I wrote about how to handle customer service issues, and used the recent airline problems as an example of what not to do.
Well, the mail was about 99 to 1 supporting my statements. One notable exception shared a story from the Wall Street Journal about a United Airlines pilot, Capt. Denny Flanagan. He could teach us all a lesson about customer service.
Among his special touches, he uses his cell phone camera to take photos of pets loaded in the cargo compartment to show to owners so they know their pet is on board. He takes care of his passengers on flights that are delayed or diverted to other cities because of storms. He’s been known to order a couple hundred hamburgers from McDonald’s or finds a store where he can get bananas or apples to pass out.
And any parent who has ever put a child on a flight alone knows the anxiety of worrying from takeoff to landing. Capt. Flanagan understands, and personally calls parents with updates along the way. One grateful parent, Kenneth Klein, whose 12-year-old son was delayed by thunderstorms in Chicago on a trip from Los Angeles to see his grandfather in Toronto, told the Wall Street Journal, “I picked up the phone and he said, ‘This is the captain from your son’s flight.’ It was unbelievable.”
United, which ranked next-to-worst in consumer complaints, recognizes what Capt. Flanagan’s efforts mean for the company. According to the Journal, the airline supplies the airplane trading cards he hands out as passengers board, plus books, wine and discount coupons he has flight attendants give away. United also reimburses him for the food he buys during prolonged delays.
Beyond A Paycheck
Do you think Capt. Flanagan loves his job? That was a recurring theme in the mail I received. People who love their jobs are willing to go the extra mile. For them, superior customer service is not a goal, it is an everyday practice.
I’ve always said that if you find a job you love, you’ll never have to work a day in your life.
Does that sound a little naïve? Your first few jobs may not fit that description, of course. You need to get experience, pay your dues, and drive around the block a few times.
There will come a point, however, when you figure out how to make your job a good part of your day, not just a necessary part. Capt. Flanagan has that concept nailed. How many times do you suppose he’s flown the same route, stayed in the same hotels, battled the elements, and so on? My guess is that even though he loves to fly, some parts of the job are not as exciting as they used to be. But he’s found ways to keep his work rewarding.
Take Stock
If there’s more drudge than passion in your job, you’re in the wrong position. There is nothing wrong with hard work, but you should work hard because it is rewarding and fulfilling.
The late great Ohio State football coach Woody Hayes summed it up like this: “I’ve had smarter people around me all my life, but I haven’t run into one yet who can outwork me. And if they can’t outwork you, those smarts aren’t going to do them much good. That’s just the way it is. And if you believe that and live by it, you’d be surprised how much fun you can have.”
At a local college, there’s a woman who works in the housing office for whom the students will wait in line to share their problems. She’s been in the same job for 20 years, and should probably be burned out by now with the complaints she’s handled. But every day is a new day for her, and when she sees a student, she looks at them like she hopes people look at her own kids. She works incredibly hard and has turned down promotions because it would limit her contact with the students, and that’s the best part of her day. She simply loves her job.
Loving your job is possible whether you’re at the top of the heap or the bottom of the pile. Let me amend my earlier statement: If you haven’t found a job you love yet, find something to love about the job you have.
Mackay’s Moral: Love what you do or do something else.
Harvey Mackay is president of Mackay Envelope Corp. and a nationally syndicated columnist.
