The following event took place on a British Airways transatlantic flight:
A lady was seated on the plane next to a black man.
The woman asked the stewardess to move her, because she couldn't sit next to such an unpleasant person.
The stewardess argued that the flight was very full, but that she would go check first class to see if she could find a free seat just in case.
All the other passengers watched the scene with disgust, not only because of the fact itself, but because of the possibility that there was a place for the woman in first class.
The lady felt happy and even triumphant because they were going to remove her from that place and she would no longer be close to that person.
Minutes later the stewardess returned and informed the lady:
– Excuse me ma'am, indeed the entire flight is full… but luckily I found an empty seat in first class.
However, in order to make these types of changes I had to ask the captain for permission. He told me that no one could be forced to travel alongside such an unpleasant person.
The "lady" with a triumphant face, tried to get out of her seat, but the employee at that moment turns around and says to the black man:
– Sir, would you be so kind as to escort me to your new seat?
All the passengers on the plane stood up and applauded the action of the stewardess.
That year, this employee and the captain were awarded and thanks to that attitude, the company realized that it had not given too much importance to the training of its staff in the area of customer service, the company made changes immediately; from that moment in all its offices the following message is read:
People may forget what you said to them, people may forget what you did to them, but they will never forget how you made them feel.