Article: The Words Do Matter
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The Words Do Matter
Air Canada Flight 154
I was boarding a flight in Edmonton, Alberta, bound for Toronto after a long day. As I handed my boarding pass to the Air Canada gate agent, I asked her if she was having a good day. Her response has been in my mind for nearly two weeks. She looked at me, smiled, and said, ?All the better for you asking me, thanks.?
As I literally skipped down the jetway, I smiled. I have asked hundreds of people if they are having a good day. Never have I received that response. I?ve heard, ?It?s ok.?, ?No not really,? and ?Fine, thanks.? But never, until now, have I heard ?All the better for you asking me, thanks.?
Her response was gracious and warm. It wowed me as a Customer ? giving me a very positive experience with Air Canada (even be...
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