It takes so little effort!

I was in an elevator on Friday with two elderly but spry looking gentlemen. We were all coming from the 4th floor, where I had seen a doctor and assumed they were coming from the Veterans’ Administration office on that same floor. As we went down to the first floor I asked, “Are you both veterans?” They nodded their heads vigorously and said “Yes!” with pride. I then said to them, “Thank you for your service to our country.” They replied in unison, “You’re welcome!” When we got to the first floor, we went our separate ways, but I could hear them from way down the hall. One said to the other, “Isn’t it nice when someone thanks us for serving our country!?” And the other one said, “It sure is!”

So that’s all it takes to make the day of three people brighter — especially mine, when I realized that what I said had been important to them. I know some of you do things like this all the time, while others could learn to do them better and more frequently. Please share your stories with us.

10 thoughts on “It takes so little effort!”

It is not often that we get the chance to acknowledge workers at our busy airports.

But just this week on September 9, 2008 there was an incidence worth making an acknowledgement of the Lead Customer Care Agent. Here is the letter that I am sending to the CEO of Delta Airlines:

On September 9, 2008, I arrived at JFK airport in NY to get a connecting flight to Port of Spain. My flight from Detroit was detained due to storms in NY that morning. I arrived at the gate about one minute after the doors were closed. An agent tried to help get me on board, but was unsuccessful because of airline policies.

After several months of planning, I was to speak at a program in Trinidad on September 10 and there were no reported flights anywhere that could get me to POS that day. The next available Delta flight was scheduled for the next day at 2:45 pm, which would have been too late. As an alternative, my company arranged for me to do my presentation by video conference from NY.

However after inquiring at your customer care area, I was directed to the Lead Agent. The lead agent listened to me and my need to be in Trinidad before the conference. He asked if I would be willing to take a 1 am flight with Caribbean Airlines that would get me into POS at 6:00 am that morning. I said that would work, so he informed me that he was from Trinidad and had contacts that work for Caribbean Airlines. He instructed me to wait while he did some research, after about 20 minutes, he confirmed that I could fly that night and he proceeded to book a flight for me. He informed me what terminal to go to, the time to arrive and a strategy to get me safely to my destination.

The Lead Agent went the extra mile to make this trip a reality for me and my company.

I am personally acknowledging the diligence, professional courtesy and overall great customer care that was generated by this employee at Delta Airlines.

Maria on October 12, 2012

Thanks for that! It’s just the answer I nedeed.

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Macco on October 12, 2012

My problem was a wall until I read this, then I ssmhead it.

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Dear George,

This is a wonderful example of the power of acknowledgment. Did the lead customer care agent go out of his way to help you in order to have you write a letter to the CEO of Delta Airlines in praise of him and his wonderful actions? Absolutely not! He would most likely tell you that he was “just doing his job.” But since you wrote to me that you were naming this person in your letter to the CEO, we can’t even begin to predict what that acknowledgment will do for him and the ripple effects that it will have. I congratulate you, George, for taking that little extra bit of time and effort to make what could be a profound difference in someone’s life! I couldn’t ask for more.

Keep up the good work and let us know what the results of your letter are.

All the best,

Judiith Umlas

Matilda on October 12, 2012

You have more useful info than the Brtiish had colonies pre-WWII.

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Hello Ms Umlas hope you are fine. I also consider that recognition, or acknowledgement for our family members is very important. I still live with my mother, who raised us (me and my older sister) on her own . Simple but meaningfull things like getting up early in the morning to do the coffee or call to lunch, I never recognized as important to say thank you. Some months ago I read the article about your book in ALLPM TODAY, and as a test exercise I began to just say thanks or a compliment for every “invisible work” my mother did. I have to admit that on one hand I felt it was excessive, and even her face of surprise, did not help that much to make me feel I was doing the right thing.
But as if I am the most curious person in the world, and I always like to experience with human behaviour, I kept the right attitude and kept acknowledging for all those years I never did. The result has been a much more open and confident relationship, and a closeness feel, In fact an unexpected result… my mother started to acknowledge good deeds from me to her I just took from granted !!! The Power of acknowledgement it´s a great opportunity to share love with other and make our own lives even more happy…!!!!

Rhenas on October 12, 2012

I’m impressed by your witring. Are you a professional or just very knowledgeable?

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Jetson on October 12, 2012

We definitely need more smart people like you aorund.

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thanks !! very helpful post!

Ricardo on October 10, 2012

I atcullay found this more entertaining than James Joyce.

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