United Airlines employees recently helped a passenger during one of his darkest moments.

We like to highlight Big Brain Moments such as the ‘connection’ United Airlines employees made with a passenger, to the point of risking their own jobs to make sure a son could get home to see his dying mother before she passed away.

CNN.com: United Airlines delays flight for man to see dying mother

When staff commit themselves to a customer’s literal or figurative journey, we should all take notice. These Big Brain actions (Listening is a Big Brain Tool) demonstrate Leadership on the part of the employees, and create a Legacy of Trust for the company. Let’s celebrate and share stories of airlines going the extra mile. In this instance, the name “United” took on a whole new meaning.

Live Big – Think Big – Give Big

© 2013 Kevin T. McCarney. All rights reserved.


One Response to Connecting with Customers

  1. [...] every customer service business, there are the critical contact moments where we need to respond with some words that make the guest … and that we understand their [...]

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