The happy jerk
"Good morning ma'am, would you like to fly to the Netherlands with us?" A big smile on his face betrays that he is having fun. His female colleague behind him, looks with a straight face at a point somewhere 20 centimeters above my head and ignores my "Good morning this morning. As I look for my seat - 2F - I see a third flight attendant who is especially busy organizing luggage. Because as travelers, we have little knowledge of that, says her facial expression.
Before takeoff, we get the explanation of the safety procedure. Smiling, I see the happy jerk two rows in front of me. He performs his routine, with great energy and eye contact with the various passengers. From seat belts to life jackets, they can't get him out of his good mood today. Behind him, the flight purser is repeating her routine. She sighs, but this grumpy chestnut is clearly not in the mood.
We fly away and soon it is time for snacks and drinks. On this airline, you pay for your food and drinks and suddenly I realize that my wallet is in the luggage rack above my head. Still, I want a noodle soup (guilty pleasure, I admit). The happy jerk takes the order, says this is also one of his favorites, and instructs the grumpy chestnut to make a "noodle soup for the pretty lady on 2F. I then confess that my wallet is still above me. "No problem ma'am, that can happen to the best of us," he says enthusiastically. The gruff chestnut sighs audibly and turns to the kitchenette to make my noodle soup. My backpack comes out, he makes another joke that pink is also his favorite color and all the rows are laughing along meanwhile.
What fun this man has in his work, truly amazing. I'm sure this is the second flight of his working day and he got out of bed more than early. Just like the grumpy chestnut, by the way, who really doesn't feel like it by now. She has forgotten about the noodle soup, and when I ask for it she just barely snarls back.
Two months and four flights with other airlines later, I still remember that one flight, with the puffing purser and the contagious energy of the cheerful steward. That happy jerk who made everyone and therefore me feel good. Thank you and I hope to fly with you again soon.
This blog was written for CustomerFirst and published on March 28, 2018
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Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results.
