Ugly Driver’s Lic. Photo Contest

From the Far Eastern Shore of Maryland

Last year, there was another remarkable customer service from Southwest Airlines.

Due to weather, the flight was delayed an hour, then two and almost three. The passengers at the gate were becoming snarly and beyond frustrated.

That is, until the Southwest gate agent stepped in and started playing games with the stranded passengers. There was a paper airplane creation contest and the crowd favorite "The Ugliest Drivers License Photo" contest.

There were prizes for the winners (Southwest logo'd items, gift vouchers, etc.)

One passenger remarked "I was really irritated that the flight kept getting delayed because I was going for a quick weekend trip to D.C. to visit friends. Once he started playing games, I was laughing and having a great time and didn't even mind that the flight was delayed."

When the flight finally boarded, the gate agent received a standing ovation.

What does a paper airplane making contest have to do with your business? All together now... EVERYTHING!

Had this been a different airline, the passenger probably would have got the perfunctory announcement "We are sorry for the delay. We hope to have you on your way soon."

But here is the difference with Southwest. Their employees have the authority to do what it takes to make the passengers happy. And without authority, their responsibility to the passengers is meaningless.

Every employee has training and guidelines to follow. Those things tell them how to do the "job". But those same guidelines give the employees the authority to do what needs to be done to make passengers happy. The gate agent could not control the delay, but he did control the environment in front of him.

Remember, people do business with people, not businesses.

Your employees should have a measure of autonomy to do their jobs the way they work best. You will be surprised at the ingenuity and level of service they will deliver for you.