THINKING BUSINESS
a blog by Chris Barrow

Just a smile

Three cheers for Amy, our stewardess on the Air South West flight from Newquay to Manchester at 6.30am this morning. On a dark and very frosty morning she greeted her 35 passengers with a warming smile – not the easiest thing to do after she presumably had to get up at an unearthly hour like the rest of us (4.00am). The flight was scheduled to stop over in Cardiff but heavy fog meant a divert to Bristol and she communicated with those affected quickly and calmly, explaining that a coach would take them into Wales and there would be as little delay as possible. Tea on the next leg to Manchester was delivered with enthusiasm and care for each passengers needs. We arrived 40 minutes late but the airline was already forgiven because she was such a good ambassador. All it takes is a smile and the right attitude – it can’t be much fun, working for such a small airline in tiny aircraft – but she made it seem like the best job in the world. Today I’m meeting clients in Manchester to coach them on the development of a very posh cosmetic dental practice in Bolton – it will also be a first chance for me to see the new Manchester Hilton Hotel on Deansgate – one of the tallest buildings in the UK, recently opened. I’m worried about the weather and my return flight this evening – fingers crossed.

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