The scene was the start of the cross-country Delta Airlines flight from Atlanta - San Francisco. As the last few passengers were getting settled, the head flight attendant commenced her normally familiar and standard set of pre-flight announcements. You know these standard flight safety announcements, you tune them out just like I do - I mean what person alive is actually not familiar with how a seat belt is fastened?
But on this flight - the announcements were different and distinctive. No, not for being all that clever or funny, like sometimes are found on Southwest Air flights, but for being more real, personal, and accountable that most.
Before launching into the speech about the faster seat belt light and turning off cell phones, the flight attendant said something along the lines of this:
'I know that you many of you may find air travel frustrating or stressful or too expensive. I know what people sometimes write or say about flying on our airline. I understand that feeling sometimes myself. But I want to let you know that it is my personal responsibility to make this flight an enjoyable one for you, and to take some of that stress and frustration away. So if and when you need something, you let me know, and I will take care of it.'
What I loved about the speech, apart from the sincerity from which it was delivered, (you kind of had to be there to get that sense), was that the flight attendant talked in first person, using 'I' and 'me' in her statements, rather than the softer and more general 'we' or 'us'. She was not suggesting that the other flight attendants on the flight did not share her desire to make the flight a successful and enjoyable one, but rather she was taking personal ownership and accountability for results. It is a small thing, but I thought it stood out, and to me it was pretty refreshing.
And as the 5-hour flight passed, from what I observed she backed up that statement with her performance. Cheerful, attentive, professional all the way. I think demonstrating some of the best leadership I've seen in action in a long time.
Recognize the issues, take ownership, have a plan, be personally responsible, and then follow through.
Very cool and a definitley helped make a Sunday night cross-country flight much better.
Have a Great Weekend!