I flew home to Brisbane from Sydney last Saturday night on Qantas. I went to the front of the airplane to go to the toilet just after take off. Unfortunately for me, someone had just beaten me to the facilities. So I began chatting to the flight attendant. I was lamenting the fact that I had been away from home all week and would be getting home just in time to repack my bags and leave again the next day for another week away.The flight attendant made a stunning decision and offered me a glass of wine while I was waiting. I was impressed, she understood my situation and gave me something which is not normally available to travellers for free on a saturday evening flight. Not only that after I had used the facilities she sent me back to my seat with my wine and two chocolates, one for me and one for my travelling companion.When I left the flight in Brisbane she wished me a safe trip to Singapore the following day. This person made a decision about giving me service outside the norm. OK it was only a glass of wine , BUT it was a magnificent gesture and was given with pure intent. Are your staff empowered to make the right decisions every day? Do you make the right decisions every day? Give it a go, customers new and old appreciate it!

Be Remarkable
Lindsay
Team Transformer

Labels: Decision Making, Lindsay, Teamwork