What I Learned About Service from a Pilot on United Airl

I got this email from my father-in-law, Dick Osborn, about a great experience he had a couple days ago. I thought I'd share it with you because it is a very inspiring story.

"As I entered the departure area for a United Airlines flight from Orlando to San Francisco on March 1, 2010, I saw something I had never seen before. The captain of our flight was standing in front of the counter with the desk microphone giving a short welcoming speech. He welcomed the passengers to the upcoming flight, told us he was glad we had chosen United, gave an update on travel conditions, once again emphasized how happy he was we had chosen his flight, and asked us to let him know if any of us had any needs."

"As we entered the plane, he stood at the door welcoming us and handing out business-size cards with a description of the Boeing 757 we would be flying that day. About once a year I might see a pilot at the door but this was getting to be beyond the normal pilot."

"After about two hours of flying, I got up to use the rest room. As I returned to my seat, one of flight attendants stopped me and said, 'The Captain wanted me to give you his business card.' The card had the name of Captain Denny Flanagan from Chicago’s O’Hare Airport and even included his cell phone and e-mail address. The handwritten message on back was special:

Dr. Osborn. You are a valued customer and your business is Greatly appreciated. Please let me know how we can exceed your expectations. Capt. Denny

An hour later the flight attendant told the passengers that the Captain had handed out the plane trading card when we entered the plane and he had signed two of those cards. If we had a signed card, he wanted us to have a gift of a bottle of wine. Two call button signals went on and she proceeded back with two wrapped bottles of wine.

Upon return I wrote Captain Flanagan highlighting what I had experienced and thanking him for being a great ambassador for United. Within hours I had this rather remarkable response –

Mr. Osborn,

Thank you for your kind words. They are appreciated. Statistics shows that for every compliment or complaint that there are 100 others thinking of doing the same thing. Feedback is so important to know you are on the right track.

In the service business the recipe for success is quite easy. Choose your attitude for the day, anticipate your customer’s needs and exceed their expectations. I have a few work philosophies and they have proved effective over the years;

-- I believe that each customer deserves a good travel experience whether on United, American, Continental.........train, bus, taxi or with your best friend in his car. You deserve a safe and comfortable ride.

--Treat each customer as if it is their first flight and have no expectations. ....I lead by example and this helps motivate the crew to do a better job. When they see me stow bags, assist moms with strollers and answer questions as if it is the first time I heard it they are brought back to their new hire days.

--It is easier to keep the customers you have than to find new ones....United has a devoted sales team to find new customers and it is time consuming and expensive but necessary. My job is somewhat easier and less expensive and that is to provide a safe and customer-oriented service. If I do my job then the folks in the sales department will have less pressure on themselves.

Dick, Thanks for flying "The Friendly Skies" of United Airlines. Your business is greatly appreciated. If you are ever on one of my flights again stop up to the cockpit and say hello. If we have time I will go out and buy us a Starbucks.

Capt. Denny

I learned so many lessons from Captain Denny in his response. I hope this five hour experience I enjoyed last week will inspire you to choose your attitude, anticipate the needs of others, and then exceed their expectations. Servant leadership is something else I think about when reading the Captain’s e-mail. May others be motivated as you share this brief story."

P.S. Captain Denny has been featured in the WSJ and has appeared on NBC, ABC and CBS.

Ladies Afternoon Out!

Join us on Sunday, Feb 21 for the Maymont Flower and Garden Show. The showroom is open from 11am-5pm with plants going on sale at 4pm. It takes place at the Greater Richmond Convention Center, 400 East Marshall Street.

Come out for a fun afternoon of shopping and enjoying the beautiful plants God created. Last year some of us went and had a great time. We also got to know each other better. Don't miss this fun event!

ADMISSION:
Adults - $10
Kids (12- 17) - $6
Children 11 & Under - Free
Seniors * - $8

Free parking and shuttle from the Diamond.

The Chinese Driver - Part 2

I wished my husband was with us. Perhaps his limited knowledge of Mandarin would allow him to pick-up this conversation.

The driver suddenly stopped talking. He turned sullen and serious; in deep thought. I silently prayed that whatever made him angry should be enough reason for him to stay awake. A fellow passenger from the back row loudly asked, “Is he still awake? Make sure he is not asleep.” I turned around and said, “Are you talking to me? Are you making it my task to keep him awake?”, “Well, you are in the front seat! Do anything to keep him awake,” he said.

As though he understood, the driver took out another cigarette and started puffing away. Once done, he took out his cell phone again and started talking. This time, he was in a very pleasant conversation, subdued but one could see he was enjoying himself. I was starting to jump to conclusions that it could be a girlfriend or his wife on the other line.

Then he took out an apple and started his snack time. I realized we were on Highway 13 en route to Chincoteague Island. Reality dawned on me that he was going to take the famous Chesapeake Bay Bridge and Tunnel, a 23-mile drive crossing the mouth of the Chesapeake Bay and connecting the Delmarva Peninsula's eastern shore of Virginia with Virginia beach and the metropolitan area of Hampton Roads.

With gusty winds, speedy driving, cell phone conversations, non-stop smoking and snacking, we all had many reasons to be concerned. I had already started composing some words of complaint to send to his company so he would learn a lesson. On the other hand, I was more intent on sending my silent prayers to the Great Guide and Protector up there who could ensure we reached our destination safely.

Then we passed the bridge toll. Having an EZ pass, he did not even have to stop nor slow down. The 23 mile bridge loomed long before us. The winds picked up speed and then the driver took out another cigarette. He was still driving at a steady 65 mph. Then a sheriff’s car drove right along us. I thought it would just drive pass us, but it didn’t. It drove right next to us all throughout the 23 miles drive through the bridge and tunnel. The Chinese driver had no choice but to slow down. The sheriff's car was the answer to our prayers.

After seven long agonizing hours, we pulled up to the Newport News Terminal. The office was still open and an operator was seated behind the counter. Although I was prepared to say my complaints, I did not do so. Neither did anyone. We were just grateful to arrive safe and sound.

As I reflect on this experience, I cannot help but ask myself: "Who are we allowing to drive us in our Christian experience? Can we trust these friends and colleagues who we make daily conversations with? Do we join in their casual worldly conversation or gossiping? Or do we become an influence in their lives in how we act and talk so they see Christ in us? Are we watchful that we do not become prey to their non-Christlike influence? There are many times when we allow carefree, thoughtless, reckless drivers in our life who do not follow the rules of the highways and byways of our Christian journey. May we not follow their example. May we be more alert and prayerful and always look up to our Guide and Protector so we can reach our heavenly home and enjoy the privileges of being heirs to His Kingdom.

By Raylene Baumgart

The Chinese Driver - Part 1

He was short and stocky and hardly spoke any English. But his expertise in maneuvering this gigantic tour bus around Chinatown was unbelievable. I must admit that I had my doubts that this foreigner would be able to drive this huge tour bus that would take me and 60 others back to Newport News from New York City without any casualty.

It was a cold, chilly and windy day. Strong gusty winds brought flurries that swirled around the bus as we passed through New Jersey. I was seated on seat number 3, while Kristina and Alexa sat behind the driver on seats number 1 and 2. From my own seat I saw everything that he did and heard everything he said, except that it was purely Mandarin. He talked nonstop since we left the terminal. He would take out his cell phone, dial the numbers and then through the speaker phone he would be engaged in a very exciting conversation. With one hand on the steering wheel, he used the other in gesturing or to cover his mouth to conceal a chuckle. Before he would dial another number, he would take out a cigarette, light it up one-handedly and start puffing the minutes away. He was talking so loud that rows one through ten could hear every word spoken. Nobody complained. We all decided that it was better that he smoked or talked less he fall asleep while driving this 7 hour journey.

We stopped for gasoline halfway through New Jersey and the driver went to buy a plateful of fried chicken, french fries, an apple and orange juice. This was the beginning of my watchful vigil of his driving. When the bus rolled away from the gas station he started his smoking ritual and loud conversation to an anonymous person somewhere beyond the blue. From his gestures and big chuckles one can deduce that it could be a close friend or buddy whom he is sharing his conversation with. After an hour or so, he put away his cell phone and decided to take out his plate of food. With only one hand on the steering wheel, he started to devour his food with the other hand. I took it as my responsibility to watch the road for any impediment. I could tell his dexterity was worth praising but nonetheless I was petrified that he would choke or be distracted while chewing on the bones.

My seat mate took out her rosary and started saying her “Hail Mary’s” between sighs and quiet complaints of “Oh my God”. I turned my back and I could tell tension and apprehension was raising because almost everyone have been observing him and wishing in silence that he would concentrate on his driving. Nonetheless, nobody aired any complaints. After all, we had no choice. He was our driver and he was the one and only one who was qualified to bring us home. This went on for another two hours or so.

An hour later, he diverted from Highway 95 and took the country road. At this time, thicker snow flurries were swirling around and the wind gusts were stronger. I could feel the bus swaying and yet the driver was still speeding at 75 to 80 miles. I was relieved that there were only a few cars on the road. I started shaking my head and turned around as one of the back seat passengers said, “I hope you are watching for us and alert us if he is sleepy. I then realized that everyone of his passengers were vigilantly observing his driving prowess and just silently praying we would arrive home safe. His smoking moments resumed and once again he took out his cell phone and started dialing numbers. This time, he was not in a chuckling mood. He was mad and fuming in anger to whomever was on the other line. With one hand on the steering wheel, his other hand was up in the air making fist-fighting gestures as he talked through his ear piece. He was screaming!

Tune in next week for the final installment of this story!

By Raylene Baumgart

A New York City Escapade - Part 2

All of a suden, I saw a tall, older man around 6’3, 300 plus pounds, motioning me to come to his corner, offering me his seat. I summoned the girls to follow suit, hoping this friendly man could be our angel or protector. Before I could even take off my gloves and hat, he asked me: “Are you a Seventh-day Adventist?”, “Yes, Sir, I am”, was my quick reply. “Do you attend the Norfolk SDA Church?” he asked again. “I used to, Sir. We just transferred our membership to the Far West End Church in Richmond a few months ago,” I volunteered.

“I knew it’s you. I recognized you and the girls." he said, "You see, I live here in New York, but once a month I go to work in Norfolk as a welder for a week. I always go the Norfolk church on Sabbath. I cannot forget you because you have the warmest smile every Sabbath, whether you are leading the song service or telling the children’s story. I always feel welcomed because of you. I did not see you lately and have been wondering where you went. It’s funny that I have to meet you here in Chinatown of all places”, he laughed.

While the wind was howling outside and while passengers were still fighting and arguing for their seats, this elderly man came to our rescue and gave us seats. We talked about the church, New York City and its gangsters, riots and danger. I felt safe with his presence.

When the Chinese lady finally told us to gather our belongings and follow her five blocks around the dirty and mud-streaked streets of Chinatown to get to the bus, he helped us with our luggage. God sent this man at the very right time in Chinatown.
I learned one precious lesson that day: the way we behave in any situation tells a story to the world of what type of person we are. We do not really know how our actions in every day situations can influence someone. May I always be a smiling vessel of love to those I come in contact with every day. And may they see Jesus in me.

Mother Theresa once said, “It is not the magnitude of our actions but the amount of love that is put into them that matters. Kind words can be short and easy to speak, but their echoes are truly endless. Let us always meet each other with smile, for the smile is the beginning of love."

Tune in next week for Part III (The Chinese Driver)

By Raylene Baumgart

A New York City Escapade - Part 1

Today the Bus Terminal at 133 East Broadway in Chinatown, New York City was in total chaos the morning of January 3, 2010. Temperature was 18 degrees Fahrenheit with strong, blustery winds. The girls and I were dropped off by Kuya Dante Sitjar to commence on our way back to Newport News, Virginia after an exciting week in The Big Apple. I did not want to drive this 8 hour journey to New York city and back, in fear of unpredictable snow or blizzard, so taking this “Chinese bus” was the best alternative, or so we thought.

The terminal was congested and people were starting to show irritation after finding out that there was a problem of overbooking and there were not enough seats for already-ticketed passengers. A group of rowdy young men started yelling at the petite Chinese lady at the counter, showing off fists and muscles as they demanded seats for the 10:00 o’clock morning trip. With broken English, she explained that there would be another bus that morning, but the crowd was furious.

After the holiday celebration, everyone wanted to go home as soon as possible and the disorganization of this travel office was too much to handle. Children were screaming, backpacks and suitcases were thrown in exasperation. Everyone in the room was complaining and shouting curses towards the Chinese lady. It was no help when I arrived at the counter because after showing her my electronic ticket, I was immediately issued seats number 1, 2 and 3 to the dismay of those who were before me. They did not understand that I had booked those seats for months and had priority over those who did not reserve ahead of time. I felt all eyes on me and the girls, and the atmosphere started to intimidate and scare me.

I tried to look calm and confident as Kristina said, “Mom, this is the ghetto.” I could tell in her eyes that she was also scared. I was starting to regret the idea of exposing my girls to this kind of environment. Will I be able to protect them if a riot occurs? I had lived in the Bronx years before, but had never been in a situation where I could be a victim. The room was extremely crowded now and there was no place to sit nor place our luggage.

All of a sudden . . .

Tune in next week for part II!!

By Raylene Baumgart

Recipe of the Week - Spinach and White Bean Soup

One of the things I love the most when the weather is cold and windy, is to sit in front of a big bowl of hot soup and enjoy! Here is a recipe you might want to try.

Ingredients
2 teaspoons olive oil
4 leeks, bulb only, chopped
2 cloves garlic, chopped
2 (16 ounce) cans vegetable broth
2 (16 ounce) cans cannellini beans, rinsed and drained
2 bay leaves
2 teaspoons ground cumin
1/2 cup whole wheat couscous
2 cups packed fresh spinach
salt and pepper to taste

Directions:
Heat olive oil in a large saucepan or soup pot over medium heat. Add the leeks and garlic; saute until tender, about 5 minutes. Stir in the broth, cannellini beans, bay leaves and cumin. Bring to a boil, then reduce the heat to low, and stir in the couscous. Cover, and simmer for 5 minutes. Stir in spinach and season with salt and pepper. Serve immediately.