Staying Cool When Lightning Strikes

Breaking the Record for a Gate Hold
“We’re going to break the record for a plane sitting short of the ramp,” said the gate agent. That’s not what you want to hear when you’re traveling on an evening flight, your plane is almost 2 hours delayed, and there’s a lightning storm pounding the airport.

Handling a Passenger Who Freaks Because of the Weather
Here’s the HR angle: The plane we’re going to take to Milwaukee is about 100 feet from the ramp. But the ramp people can’t go outside and wave the plane in because they would have to stand in water while lighting is crashing all around. Makes sense to me. But not to one woman, who started freaking out at the gate agent.

“WHAT’S YOUR NAME? GIVE ME YOUR BUSINESS CARD? WHAT???? YOU DON’T HAVE A BUSINESS CARD? GIVE ME YOUR NAME!!! GIVE ME SOMETHING TO WRITE IT DOWN. I’M GOING TO REPORT YOU.”

Oooh…she’s gonna report him. I’ll bet she was a hall monitor in grade school. Don’t make me say a bad word about her. So…I’ll say something nice about the gate agent. With that crazy barrage, with people getting anxious, a plane full of passengers sitting outside for over 90 minutes, with a woman with brown football helmet hair yelling at him, he kept his cool. Very cool. Told the woman that she could call a number that he gave her. And dangit, she flew off on her broom and said she was going to WRITE A LETTER.

I’m Gonna Write a Letter
I’m writing a letter, too. I’m impressed with employees who stay cool when lighting strikes. Very impressed. You want to know what makes or breaks a company? It’s those kinds of interactions, when a front line employee cares enough to just smile, apologize and stay cool. You want great HR? Fill your company with people like that.

A Commendation for Ken at Midwest Airlines
If someone in leadership from Midwest Airlines is out there, please drop me a line or, even better, give that guy a pat on the back. Better yet, give him a few bucks. He’s worth it.

This is my commendation for Ken, the gate agent for Midwest Airlines YX 157 from Philadelphia to Milwaukee on August 14, 2008. (Um, yep, we were supposed to leave at 7:35PM…I’m writing this at 9:27PM, and he’s still smiling.) WTG, Ken. You put the “human” in human resources.

Posted on August 14, 2008 by Frank Roche 
Filed Under Culture

Comments

Viewing 6 Comments

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    Frank, you have hit on one of my favorite hobbies - stroking the folks out there who do a good job. Recently, I wrote a note on a napkin and gave it to a restaurant manager regarding our waitress for her superior customer service. This practice not only recognizes the person, it reinforces to the management that they are doing the right thing.

    Companies need to include attitude, patience, and customer service as job requirements especially when dealing with the public. To many times, we hire people only for their technical skills.

    Also - When you see a "Ken" out there in the world, you can bet the company has got a great training program with teeth in it.
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    love the post
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    Great post, Frank, and I'm happy to know that you're safe and that the lightning remained only a light show.

    On the topic of grace under pressure...

    Once upon a time I worked in a corporate office where there were executive women of the Joan-Collins-circa-Dynasty type. One day there was a horrible accident in the stock room [near my art department] and a worker nearly sheared off both arms. Renee, one of the topmost executives who never had a hair out of place, calmly stepped into action. She began some sort of triage on the victim while firmly and calmly telling people at the scene what to do. Everything proceeded in the most orderly fashion despite the fact that this could have devolved into an even more dire scenario. The guy lived and his arms were saved. And I have undying respect for the highly unlikely heroine, Renee.
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    Ms. Information, that story gives me chills: 1) Because of the seriousness of the accident, and 2) Because Renee stepped in and made it right. It's amazing how some people behave under pressure...and I very much admire that. It's easy to freak, and it's another thing to step up and take charge. Thank goodness those people are around. Thank goodness for Renee.
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    Thanks for a thoughtful post.

    There's not only an HR angle here, there's also a corporate communications angle. Because Ken kept his cool, the reputation of Midwest Airlines was enhanced.

    With the advent of Web 2.0., everyone has a microphone and a printing press -- that includes your employees and your customers. In many respects, Ken is just as much a spokesman for Midwest as is their media relations team.

    Because of that, it's more important than ever for internal communications teams to partner with HR and media relations to ensure that all employees are well trained and understand their role as "spokespeople" for their employer.
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    Hi John, you're right, it is a corporate communications item as well. Ken represented Midwest Airlines very well...and it is a testament to his own reaction plus that of the company. I was impressed all around. I'm really hoping that someone at Midwest will get a chance to see this...as you say, with Web 2.0, it's likely to happen.
 

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