Turn a forgettable moment into a memorable experience

Image of Brian Kight
Brian Kight

I had a completely different message halfway written for today when I was interrupted by the captain of my flight just now (last night if you’re reading on the day this email goes out).

He stood at the front of the plane, speaking directly to us without an intercom and with warm smile. He introduced himself by his first name, told us he’d be personally flying us to our destination, and how grateful he was for the opportunity. He let us know to expect some turbulence due to winter weather patterns and asked us to help him and the crew by complying with their announcements and suggestions for safety and comfort.

Then he walked up the aisle and shook all our hands or patted us on the shoulder. He made sure to look each of us in the eye as he said, “It’s good to see you” and “Thank you for being here” and “I’m glad to have you tonight”. It was simple. It was personal. It was memorable.

I don’t know if he’s a good pilot, but I trust he is. I’ve already forgotten his name, but the feeling he just left me with will stay for a while. I’d like to fly with him again. I’d like to fly with him every time. In 60 seconds he created a connection with me and the other people around me in the most simple and authentic way.

Simple things with elite discipline make a difference. A personal touch can turn a forgettable moment into a memorable experience.

Embrace the chase. Do the work.

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