When I signed into my computer at work yesterday, I was greeted with “You have one message waiting.”
I immediately flashed back to my newbie days when I often was greeted this way. Usually the messages were from managers, about something I did incorrectly, or something I forgot to do, or friendly reminders to do such and such.
As a do-gooder, these messages always bother me. I try hard to be detail oriented, and if I slip up, I can be very tough on myself.
I haven’t received one of those messages for a while, but whenever I have one waiting, my heart still skips a beat wondering what I did wrong.
Yesterday’s message was from a co-worker. A guest had asked her the night before to print out a boarding pass for him at exactly 9:05 am to ensure he get group A on his flight. Since she wouldn’t be working, she asked if I would kindly do it.
Of course I would. I’m all about fulfilling a guest’s request.
Except she hadn’t given me the name of the guest or what airline he was flying out on. All I had was his confirmation and his destination – Nashville, TN.
I called her hoping for more details. She knew it was Southwest Airlines, but she explained that she hadn’t gotten his name, didn’t think she would need it….
oooh boy. At this time it was 8:45am, and I was preparing myself with ways to explain to the guest how I was not able to follow through on our promise.
I wasn’t satisfied with excuses though. So my brain whirled with ideas on how I could make this work.
I decided that since we weren’t too full these days, that I would go through each individual guest who was due to depart on Wednesday. I opened up any reservation with a male name, hoping to find one who lives in Tennessee.
At first, the names I opened up had no address on file.
Not to be discouraged, I kept going. When I opened up Mr. Creed’s file, I found his hometown was Franklin, TN.
I checked out a few more, but was pretty confident I had the right one already.
Sure enough, at 9:05am, I hit the button to check him into his flight. I crossed my fingers while the computer searched for his flight information.
When it popped up stating that he had been checked in, and was in group A, I could have jumped up and down with joy.
He came by about 10am to pick up his boarding pass. He was thrilled to have gotten the first group, but he never knew what I had to do to make it work.
No matter. I knew what I had done. I had fulfilled a guest’s request, as promised, and the feeling of satisfaction I get from that is second to none.