Recently, after speaking at a top producer conference in Maui, I was flying from Honolulu to Sarasota, where my home is. My flight connection was through Seattle, and the connection was 35 minutes out of gate A11. Doable, provided you don’t arrive at the dreaded remote Concourse S. No walking or even running to your flight in the main terminal concourses—you have to take a train, which can be as intermittent as every 10 minutes or so. Not cool for a tight connection.
As soon as I boarded and saw the arrival gate was on Concourse S, I knew there was a real possibility I would not make the connection. I went up to the cockpit door and mentioned it to the pilot, and he said, “Yes, I am based there, and that will not be good—particularly if you miss that terminal connection train. Let me see what I can do.”
When we landed in Seattle, the pilot announced, “We have had a gate change and will be arriving at gate A13!” WOW!
As I deplaned, the captain was standing at the doorway, and I said, “Thank you so much,” and he said, “Thank YOU for your loyalty—your connecting flight is right next door.”
Thank you, Delta Airlines! Question is—are you always going the extra mile for your clients?
Walking them to their car in the garage? Meeting them in the building lobby and bringing them up to your office? Always serving their favorite beverage, or having cords for charging their devices when they are with you?
The little things matter!
Want to continue the conversation? Reach out to me if you want to elevate your team’s level of engagement and results at your next meeting: Richardweylman.com or Richard@richardweylman.com.
My latest book and an international best seller, 100 Proven Ways To Acquire And Keep Clients For Life, is available on Amazon and at fine bookstores everywhere.
Click here to see the key takeaways of my most popular keynotes.