The Captain and the Fork

This is a guest post from Todd Alexander, Brand Evangelist and EVP for Kreber.

I was boarding my flight from New Orleans to Chicago today on flight #1068. While I was in the jetway, I saw the Southwest Airlines Captain (Paul) leaving the plane for the terminal during his 40 minute layover. I figured he had to use the restroom or grab a bite to eat or something like that.

After I found my seat, Rachel, the stewardess, delivered a message over the intercom asking for the woman who needed a fork to push her call button and identify herself. Rachel went on to explain that the Captain had left the plane to get her a fork. I was dumbfounded.

I just finished listening to Gary Vaynerchuck’s book, The Thank You Economy, in which he talks about how every brand should look purposefully for opportunities to make every customer’s experience extraordinary. It was great to see this principle in action. While this kind effort did not cost the airline any more money, it did require thoughtfulness, kindness, and intention — well-known trademarks of the Southwest Airlines brand.

It was a kindness that left a lasting and powerful impression on all: a) I could tell that Rachel, the Stewardess was proud to make the announcement, b) I was touched enough by the Captain’s integrity to write this blog post, and c) several other passengers were equally inspired to see the Southwest Airlines brand experience in action. A beautiful example of how one intentional act of kindness uplifted the experience of all.

It is great to see a leader being a leader. One of the reasons I love Southwest Airlines! Thank you Captain Paul for reminding me of why I love your brand!

About Todd Alexander

Todd Alexander is is Brand Evangelist at Kreber and helps retail brands and people discover their latent spiritual strength using a variety of tools. The most common result is inspiring them -- redirecting their emotions to let them discover their maximum potential. Because yes, brands are emotional too.

Tags: , , , , , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More