Shop attendants in airports have no connection with flights departing. They have no interest in speed or helping stressed customers through the queue. They have their own targets to meet – sales and revenue. Therefore they don’t care if you are stressed or if you have time to kill.
The experience for the customer is completely different. Especially when they are stressed or late for their flight.
And yet, when a shop assistant cares enough or notices the stressed customer and does everything they can to help get the person through their shop and on their flight, it becomes remarkable. It’s not hard, but it is rare. And rare makes it remarkable.
Most organisations and teams have similar groups. Groups who are not connected to their metrics, but with whom they can have significant impact.
Whether we do or not is up to us. So who are your ‘air passengers’ who you can assist in a way that makes them smile.