Those around us
HOW DO WE MAKE PEOPLE FEEL WHEN THEY ARE AROUND US?
On 14 October 1998, on a transatlantic flight on airline British Airways took place the following event:
A lady was sitting on the plane, next to a black man. The woman asked the stewardess to get her another site, because she couldn’t sit next to someone so disgusting. The stewardess claimed that the flight was very full, but she would go to check at first class to see if she could find a free seat.
All the other passengers looked on with disgust, not only by the fact itself, but for the possibility that there was a site for women in first class.
The lady was happy and even winning because she would be removed from the seat and would not be near that person.
Minutes later, the stewardess came back and told the lady: “Excuse me lady, indeed the entire flight is full … but fortunately I found an empty place in first class.”
However, in order to make this kind of change, I had to ask permission to the captain. He told me that he could not force people to travel next to someone so disgusting.
“The lady, in face of success, tried to leave his seat, but the stewardess at the same time turns and says to the black man:” Sir, would you kindly accompany me to his new seat? “.
All passengers of the plane stood up and applauded the action of the stewardess.
That year, the stewardess and the captain were awarded and because that attitude, British Airways realized that they had not given too much importance to training of personnel in the area of customer service. The company made changes immediately; since then on all British Airways offices read the following message:
“People can forget what you tell them,
people may forget what you did them,
but never forget how you made them feel. “