Credit Where Credit Is Rarely Due

Three cheers for Delta Airlines Flight Attendant Craig Lee.  That would specifically be the Craig Lee on Delta Flight # 1620 from MSP to ATL on May 1, 2010.  This guy gets it.  This guy has a great career in front of him.  All he needs to do is maintain the perfect perspective he has about who’s the customer and what the customer values.  Not what the customer wants.  What the customer values.

He made the effort to look up and greet me by my name.  He smiled when he politely greeted me.  My BS detector slammed up against the “Sincere” end of the scale when he did so.  He exuded confidence, competence and professionalism.  He communicated that he understood my perspective as the jaded, almost-3-million miler with Delta.  He followed up the words with action geared to my desires (and pain) as an airline passenger.  Whoa!!!  How rare is that???

Thank you, Mr. Lee.  You get it.  I sure hope your bosses at Delta realize how rare a man you are!  Thanks!

UPDATE:  5/2/10 – Tried to notify Delta about this story.  Their contact form doesn’t work.  I’d say I can’t believe it, but I do.

Join the discussion 4 Comments

  • Rick Howe says:

    Todd,
    Hopefully service with a smile is coming back to the airlines.

  • Todd Schnick says:

    I always blog about Delta after flying. It is just not usually a pleasant one like this. Happy to hear about someone in the organization who gets it.

    Just don’t get me started on baggage fees…

  • Paul Castain says:

    Well done Todd!

    What Craig Lee demonstrated at Delta is so easy to do (in any industry)doesn’t cost a dime, but makes a world of difference when you are on the receiving end.

    Thanks for the important reminder!

    Respectfully,
    Paul Castain

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