Recognizing outstanding effort

Normally I would fill this space with a discussion about healthcare, analytics, or hiring, but today I wanted to share a personal story of outstanding effort.  Rather than writing something "new" I'm just going to share the email I sent to Sky West Airlines, care of Susan Wolford.  I don't know who she is but I'm told she's someone "important" and I hope she received the message.  I'm also going to share some secrets (gasp) so here we go.

RE: Sky West flight #3132 on 9/25/19

Ms. Wolford,

I wanted to drop a note about my experience on this flight with Amy (I didn’t catch her last name), Kiffen Davis, and Calli Dawkins. The short version of the story is that this crew did an amazing job with me as a “special needs” customer, but treated me better than a customer. They treated me like a person they wanted to see again. 

I have some pretty rapidly developing deafness. It’s caused by a congenital defect in my Eustachian tubes that also resulted in a continuous ear infections, ear tubes, miscellaneous surgeries, and other unpleasantness. Last year, after probably too many years of pretending I could hear I listened to my wife, was tested, and was issued 2 outside the ear hearing aids.

They help tremendously but aren’t close to perfect. I don’t hear like normal people do anymore. I’m learning to read lips and use augmented technologies to help me navigate a hearing world. I still hear sounds and seem to be able to understand my name, my wife, etc but in some situations I am effectively deaf. One such occasion is on an airplane and in airports. Too many people talking closely, too many machines, too much interference. I get nothing but static with or without my technology.

Add to that a rigorous travel schedule. I’d been on 4 planes in 3 cities that week. Fortunately I’m very familiar with all 3 from my days as a road warrior. However, I’ve not flown since my “new ears” and I have a major amount of anxiety about it. I also am, to borrow from the brilliant Gabriel Iglesias, “fluffy”, and purchase two seats on every flight. I’m desperately afraid I’ll hurt or inconvenience someone.

Enter the terrific folks at American and Sky West. They pre boarded me, looked me in the eye when speaking, and treated me like a person. Like a customer. Like someone they wanted to come back.

All of them were awesome but my last flight of the trip was better than one could hope for. Amy at the Phoenix gate was kind and sweet and made sure to wave me over when it was time to board. Then Kiffen and Calli met me on the plane and were more than terrific. Kiffen handed over my seatbelt extender with kindness and empathy and without the expression of frustration I’ve received on other flights. They both had already been told I was deaf apparently- I’d told Amy. Calli approached me, got me settled, and did a quick safety charades session. Then she attempted to speak to me in ASL! Holy cow was that cool! I don’t know ASL yet because this is new to me. Still, the fact she tried was so sweet I almost was in tears.

As a heavy person flying can be challenging and humiliating enough, but to add an inability to use auditory cues to navigate the world and now travel isn’t just anxiety inducing- it can be dangerous. Amy, Kiffen, and Calli are to be commended for their work that truly went above and beyond my expectations. The made the last leg of my trip safe, enjoyable, and I felt they truly cared about me.

Please express my deepest appreciation for their tremendous work, and thank you again for a terrific team.

Michael (Phipps)

PS: I wanted to add that there was one MAJOR thing that made this whole experience so impactful to me.  After the safety discussion and before we took off Calli shook my hand.  That moment of empathetic physical contact, of professional courtesy, and of sheer humanity is what I cannot get out of my head.  All of my anxiety came to a screeching halt with that handshake.  Without a word she reminded me she was there for me and everything was going to be just fine. 

As a disabled person it's hard to describe just how isolated we can feel.  As a big person it's even more so.  This person's simple gesture blew away that feeling and brought be back to the world.  So here's the lesson I took away:

Outstanding service isn't about grand gestures, big investments, or shiny baubles.  It's about humanity and the small moments that remind customers that you see me as a human being, that I matter, and that you are going to make sure I'm ok not because it's your job but because you sincerely care.

 #skywest #americanairlines #customerservice #deaf #fluffy