I was flying back from a speaking at a convention for a client and I sat near the entrance. I watched as the flight attendant reached into a drawer in the galley and handed wings in a plastic bag to the children as they boarded. She showed little emotion, didnt speak, and didnt even offer a smile. I noticed the parents unwrapping the wings as they went to their seats.

I watched this happen multiple times and I thought that is not a great experience for either the flight attendant or the children. I thought there must be a better way to do that with more impact! Have you ever seen poor customer service and just had to say something? Now, how do you share it without looking like to big of jerk?

I used my best rapport skills to ask a few questions and to get the ball rolling. I then said, I know that you have many tasks you have do to over and over as a flight attendant. I couldnt help but notice the way you handed out the wings those future frequent flyers. I think the value the kids place on receiving the wings is based on what you say, how you say it and the experience created in that moment. While that might get to be routine for you, I noticed that you just placed the wings in their hands without saying anything. She looked at me and said with little emotion; Its the thought that counts. I was shocked!

I guarantee that is not the way she was taught to do it during training. I really believe she has an opportunity to positively impact that child forever, impact that future frequent flyer to think good thoughts about the airline if she does it right. I tried to discuss it with her, but could not get through. I did not drink anything unopened the entire flight.

Some people say, Its the thought that counts. that is just an excuse, when they really are giving a poor effort and are too lazy to do any better. Are you amazed like I am at who they answer the phone at many businesses? You are turned off in the first 7 seconds of contacting that company. Sadly many will succumb to the Law of Familiarity: The more you are around something or someone, the more you take it or them for granted.

Through repeated exposure to a task, a job, or a person, you can lose your fire and passion for what you are doing. The tendency is to focus on what you dont like instead of what you do like, enjoy, or admire about the task, your job, or the other person. This jaded attitude can happen to anyone, and apparently it happened with this flight attendant. It would be a challenge to connect and cheerfully say hello/goodbye to hundreds of people everyday, but it is part of their job!

Where have you stopped giving your best effort with your family or in your career? What are you taking for granted? Where have you let yourself off the hook by saying, It is the thought that counts? Does this happen with your customers, your teammates, your spouse or your children?

On another flight a few months later, I happened to sit next to a woman who was in charge of training the flight attendants for this airline. She loved my story, saying she would use it as a how not to example. She explained, I consistently preach to the new flight attendants that good is not good enough. To deliver exceptional service, you have to go the extra-mile.

It does take more than a thought to count and to truly have a lasting impact on others. How can you go the extra-mile to provide a better experience for others today? Remember that your family is in that group too!