Sorry for our absence, here at RabbitHole we have been making some big changes.  We have some exciting news that we will be announcing over the next few weeks, so stay tuned….

While reading Trust Agents on my way to Denver I began thinking about customer interactions with large corporations.  So many of these corporations spend their money on high profile executives to come in and make strong and drastic changes to either increase profit, market share, public perception, etc….what too often these companies lack is individuals such as John.

John is what Seth Godin calls a “linchpin.” He is invaluable to the company.  John is a flight attendant for Frontier Airlines.  During the course of my 2 hour and 20 min flight to Denver from New Orleans, John managed to personally connect to just about every person on the 120 person plane.  John created a tasteful and personal relationship for Frontier airlines to their customers.

Not only did John remember just about every passenger name in the first 5 rows but 1 hour into the flight grandparents were telling John to go say hi to their grandchildren at the back of the plane.

As I waited to get the video footage, each passenger shook John’s hand and often gave him compliments such as “great to have you,”  “thank you SO much,” as well as, “you are the single BEST airline attendant I have ever seen.”

John does for Frontier Airlines what no manager, no corporate program, no incentive, no advertisement could do. He establishes, connects, and fosters relationships with every passenger in such a sincere manner, that every person who was on that plane couldn’t help but think “maybe I should keep flying Frontier.”

As always, we look forward to your thoughts, comments, and questions. Stay tuned for updates from Mile High Music Fest!

Cheers,

- David

david@rabbitholeconsulting.com