135-THE PEOPLE AROUND YOU (Anecdote)

1. .
THE PEOPLE AROUND
YOU
A TRUE STORYA TRUE STORY

2. The following event took place during aThe following event took place during a
transantlantic flight on October 14, 1998.transantlantic flight on October 14, 1998.
A lady was seated next to aA lady was seated next to a
black gentleman.black gentleman.

3. The woman, visibly upset,The woman, visibly upset,
asked the flight attendant toasked the flight attendant to
find another seat for her asfind another seat for her as
she didn’t want to sit next toshe didn’t want to sit next to
someone so unpleasant.someone so unpleasant.
The flight attendantThe flight attendant
told her that thetold her that the
flight was quite full,flight was quite full,
but that she wouldbut that she would
check and see ifcheck and see if
there was room inthere was room in
first class.first class.

4. The rest of the passengers watched the scene withThe rest of the passengers watched the scene with
shock and disgust, not only because this womanshock and disgust, not only because this woman
was so obnoxious and rude, but for the fact that shewas so obnoxious and rude, but for the fact that she
would actually be moved to first class.would actually be moved to first class.
The poor man felt terribly uncomfortable about thisThe poor man felt terribly uncomfortable about this
whole scene but was cordial enough not to react.whole scene but was cordial enough not to react.

5. The climate in theThe climate in the
cabin was ofcabin was of
complete tension,complete tension,
but the ladybut the lady
seemed pleasedseemed pleased
and very happy toand very happy to
be moving to firstbe moving to first
class away fromclass away from
this person.this person.

6. A few minutes later theA few minutes later the
flight attendant returnedflight attendant returned
and informed the woman:and informed the woman:
““Excuse me ma’am, theExcuse me ma’am, the
flight is indeed prettyflight is indeed pretty
full…full…
……Fortunately I found aFortunately I found a
seat available in firstseat available in first
class.class.

7. ““It took me a while because in order to make thatIt took me a while because in order to make that
change I had to get permission from the captain.change I had to get permission from the captain.
He told me that we shouldn’t force anyone toHe told me that we shouldn’t force anyone to
have to sit next to someone so unpleasant, andhave to sit next to someone so unpleasant, and
authorized the change right away.”authorized the change right away.”
The other passengers couldn’t believe what they wereThe other passengers couldn’t believe what they were
hearing… and the woman, with a triumfant expressionhearing… and the woman, with a triumfant expression
on her face, proceeded to get up from her seat.on her face, proceeded to get up from her seat.

8. Then the flight attendant turned towards theThen the flight attendant turned towards the
black man and said:black man and said:
-”Sir… would you be so kind as to follow me to-”Sir… would you be so kind as to follow me to
your new seat in first class? On behalf of ouryour new seat in first class? On behalf of our
airline, the captain offers you his apology forairline, the captain offers you his apology for
the fact that you had to put up with someonethe fact that you had to put up with someone
so unpleasant sitting next to you.”so unpleasant sitting next to you.”

9. All the passengers applauded and gave a standingAll the passengers applauded and gave a standing
ovation to the crew for handling the situation so well.ovation to the crew for handling the situation so well.
That year, the captain and the flight attendantThat year, the captain and the flight attendant
were awarded for their actions on that flight. Duewere awarded for their actions on that flight. Due
to this, the company realized they had not placedto this, the company realized they had not placed
sufficient priority on costumer service training forsufficient priority on costumer service training for
their employees.their employees.

10. The Airline made inmediate changes!
Since this event, in all of their offices and in clear sight
of their personnel, the following message is posted:

11. ““People may forget what you said to them.People may forget what you said to them.
People may forget what you do to them.People may forget what you do to them.
But they will never forget the way youBut they will never forget the way you
made them feel.”made them feel.”