Are you Just there or Really Present?

I am completely in love with the location from where I write this blog. It’s the 15th floor club lounge of Le Meridien Al Aqah beach resort in Fujairah with a panoramic view of the vast Indian Ocean and blue skies right in front. As my laptop was booting up, I stood by the enormous windows taking deep breaths enjoying the precious moments. Life is indeed a gift. I worked in this very same hotel for 3 years until December 2005 and ironically not once can I remember taking time alone at this lounge to appreaciate the beauty of nature and life. Life is about this moment and I am happy I did that NOW!

I originally intended to write about my flight to Dubai and the little things I noticed on-board, customer service of course. I flew Emirates and the check in agent at the airport was helpful to give me an aisle seat next to the emergency doors as requested. Throughout the flight I paid attention to how the staff performed and it actually does not take an expert to understand the motivation levels of employees. It was evident that some of them were REALLY PRESENT to serve customers while the rest were JUST THERE for a paltry sum they were paid (at least they thought so and one of them even mentioned that to me while I was deplaning).

The “Just there” (JT) employees had rigid faces and;

1. Used expressions like “towels?” when they were serving cold /hot towels with very little politeness.
   
   
2. Were whining to their colleagues on why he/she did not clear a tray in a particular row after the meal was served. Obviously the passenger had not finished eating.
   
   
3. Refused a timid passenger (who did not speak fluent English) use the toilet after the flight landed saying it was filled with soiled linen. I had to intervene, talk the flight attendant out of his laziness to help the poor passenger out of his agony.
   
   
4. acted without thinking on basics. One “JT” employee connected a laptop of a passenger to the socket near the emergency doors in order to charge the battery until the safety hazard of the wire getting in between was pointed out by…….who else but one of them that belonged to a different category below.

The same flight also had the “YAY” employees who were Really Present with a bright smile and a warm greeting.

1. I remember Lyn who escorted me all the way to seat 37C and commented with enthusiasm ,,Perfect seat for a comfortable journey”.
   
   
2. She tried to help a man who did not speak English with the details of his transit time at Dubai on his way to Jeddah. I saw no signs of frustrations and in fact volunteered to help her with the translation for which she was thankful.
   
   
3. One flight attendant who was energetic all through took position in the middle of the aircraft after we landed and was thanking every passenger as they crossed him to get down from the plane. The really present ones can make an impact even with a Single phrase. He only said “Thank you for flying Emirates” with a true Smile.
   
   
4. These guys kept the passengers engaged and also were having fun on the job.

If you are just there, your customers can spot you easily just as much as they appreciate the “Really present” ones which is what I have done.