Complimentary Letters

How many times have you called a business and complained about something that happened while you were there? How many times have you emailed an online retailer to complain about the quality of a product or the slow shipping time? How many times have you complained about bad food at a restaurant? How many times have you complained about bad service on an airplane? How many times have you complained to an administrator at your child’s school about a teacher, an incident, or just something you felt was substandard?

Now…stop and think about how many times you have written an email or letter to compliment someone for offering outstanding service. How many times have you told the manager of a restaurant that your server did an excellent job? How many times have you told administrators at your child’s school they are doing an outstanding job or that a teacher is making a difference in your child’s education?

It’s easy to get into a habit of complaining. It’s easy to call and say your child is being treated unfairly at school. It’s easy to tell an airline how mad you are that your flight didn’t go as planned. It’s easy to send your food back in a restaurant. Complaining is easy.

Let’s try an experiment for the month of December.

Starting now, let’s make the last month of this year…this decade, even…the most positive month we can make it. Sure bad things are going to happen, but unless they’re really going to affect someone’s life long term, let’s try to see the sunny side of things. Let’s try to give recognition to the people who make a difference in a positive way. I know what you’re thinking…”Who would that be?!?” A lot of people are likely making a positive difference in your life every single day. I believe in writing complimentary letters or emails when someone offers me exemplary service, and I do it regularly. My family makes fun of me, in fact, for always writing complimentary letters, but I always remember that people are quick to tell someone when they’re angry, but not so quick to tell someone when they’re happy.

  • The barista at your local coffee shop who starts making your coffee when she sees you drive up every morning? She’s helping you start your day right…with caffeine…and without having to talk before you’ve had it!
  • The teacher who smiles and waves as you drop off your child at school in the morning? He got up extra early to work carpool duty, and he’s doing it with a smile, so your child will see a smiling face when he arrives.
  • The TSA agent at the airport who is at the end of her shift but still smiles and tells you she likes your shoes? She could just herd you through like cattle, but she makes a conscious choice to be friendly with everyone who goes through security.
  • The food truck employee who helps you pick up all the belongings that fell out of your handbag and onto the sidewalk? He could have looked the other way.
  • The administrator at school who decides to close the school because inclement weather is expected? And maybe the weather never arrives? That administrator was looking out for the welfare of your child and others based on the information he had.
  • The waiter at your favorite restaurant who greets like an old friend when you arrive? And then brings your favorite drink before you order it? He could act like he has never seen you before and give you standard service, but he chooses to go above and beyond.
  • The employee at the dry cleaner who helps you carry your dry cleaning to you car, because you have twenty items, and they’re heavy? He could have let you struggle with it all.
  • The teacher who stays late at school to help your child who has fallen behind in math? She has kids of her own who will need her help when she finally gets home.
  • The airline reservations agent who works extra hard to find you a seat on a good flight after your flight cancelled? She could have taken one look and decided you would have to leave the next day. Instead, she got creative and found a way to get you home that day.
  • The nurse who is caring for your terminally ill mother, but takes time to check on your emotional well being? She could be uncaring. She could do what’s required of her and nothing more, but she knows it’s hard for you.
  • The airline employee who pushed your grandmother’s wheelchair from the airplane to the curb when she came to visit? And they seemed like old friends by the time they got to the curb? He could have pushed her in silence, but he chose to engage her in conversation instead…and she had a big smile on her face, even though you were a few minutes late picking her up.
  • The grocery store employee who walks you to the item you’re looking for instead of giving vague directions to the aisle? She could have just said “aisle 3” without even making eye contact, but she dropped what she was doing and walked with you to the item.
  • The hotel employee who, upon finding out your child has the flu, sends up a complimentary bowl of chicken soup through room service? And some hot tea for you? He wanted you to be comfortable and went above and beyond to make it happen.
  • The hotel employee who has your favorite bottle of champagne waiting in your room when you arrive? She’s making you feel special.
  • The Walmart greeter who has been greeting you for years with a big smile every single time.

For the month of December, take notice of all the folks who make your day a little brighter…and write those complimentary letters or emails. Talk to their managers. Tell the administrator you think she’s a good leader. And if you’re in a situation that calls for tipping, tip extra to those who make you feel special while telling them you appreciate their kindness and outstanding service. You will likely make their day, and you’ll feel a lot better too!

Maybe a month of positivity will make it a habit! 

 

 

Making Airline Travel Easier

aeroplane air travel airbus aircraft

Photo by Quintin Gellar on Pexels.com

Airlines have received a lot of press in the past year or two. From dragging passengers off the plane to perverts sitting next to unaccompanied minors…we’ve heard it all. The latest press is all about paying extra for good seats and having difficulty getting seats together without paying extra for them.

A lot of people travel more frequently than I do, but I used to work in the travel industry, and I fly pretty often. I’ve learned a few things along the way that can make your life easier when traveling by commercial airline.

TSA PRE-CHECK/GLOBAL ENTRY Travel a few times a year domestically? TSA Pre-Check is worth the money. Surely, you’ve stood in the regular line and watched people zip through the TSA Pre-Check line. For me, the biggest benefit, aside from expedited screening, is not taking off my shoes on that nasty airport floor, but there are others: you don’t have to remove your laptop or small liquids from your bag, and you don’t have to go through that body scanner. It costs $85 for five years of TSA Pre-Check. Apply online here. After applying online, schedule an appointment online and take documentation to a processing center to complete the process. When I went, I was there for less than 10 minutes. If you travel internationally more than once or twice a year, consider Global Entry, which is “a U.S. Customs and Border Protection (CBP) program that allows expedited clearance for pre-approved, low-risk travelers upon arrival in the United States. Members enter the United States through automatic kiosks at select airports,” according to their website. It is $100; learn more by clicking here.

RESERVATIONS Two words: BOOK EARLY. It gives you the best possibility of getting a good fare and desirable seats and increases the chances of sitting with friends/family. Over the past few years, airlines have started charging extra for more desirable seats near the front of the cabin. I am most familiar with American Airlines, because they have a hub in Charlotte.

According to an interview (conducted in a Boeing 777) with American’s CEO in the Wall Street Journal, “American’s strategy now is to offer passengers more seating choices—a strategy seen clearly from Mr. Parker’s seat in the back of the reconfigured 777. Those interested in low fares sit in the back, where American has 146 basic coach seats. If you’re willing to pay more or have elite status, 66 coach seats provide extra legroom. You can pay several hundred dollars more and move up to premium economy: 24 seats that are 19 inches wide instead of 17 and have 38 inches row to row. Then there are 37 lie-flat business-class seats. Nearly half of the plane’s 273 seats offer extra room.” You can see the article here.

The lowest/most restrictive fares they offer are called Basic Economy. They are in the back of the plane. There are several restrictions, but the biggest one, in my opinion, is that you cannot get seat assignments till check-in, and for me, that is a big red flag. I don’t have a problem with American offering Basic Economy, but there is no way I would knowingly go to the airport without an advance seat assignment.  If you do not have an advance seat assignment, there is a greater likelihood you will be stuck with the “leftover” seats or be bumped from the flight. However, according to a friend who is an industry insider, airlines aren’t overbooking like they used to, so the possibility of being bumped is much lower. (If you do get bumped, according to my insider, you can get “sweet” compensation in the way of vouchers that are good for two years…can be used for flights or upgrades.) Traveling as a family and want to be together? Book Main Cabin or better. Whatever you do, get advance seat assignements or pick a different flight. If you are unable to book seats together, try to book aisle seats and/or window seats for leverage. Aisle seats are prized, and if you offer someone a middle seat in exchange for an aisle seat, the answer will be, “No dice.” That being said, here is a trick to use if your child is seated next to a stranger: Walk the child to his/her seat. When buckling up your child, get the airsickness bag out of the seat back pocket. Open it. Hand it to your child, and say, “Honey, when you get sick, make sure you use this bag.” Do not whisper it. You want the person next to your child to hear. They will likely offer to trade seats! Whatever you do, do not ask your flight attendant to assist you in trading seats with someone. People booked early and likely paid more for their seats. Usually Main Cabin seats are about $20-$50 more (on American and United) than Basic Econ. If you can do Main Cabin, do it. With Main Cabin, you get advance seat assignment, overhead space (none with Basic Econ), and you can change your flights for a fee…not with Basic Economy. I prefer to think of that additional $20-$50 as the regular price and look at Basic Econ as the no frills, discount price. You can see a great skit from The Carol Burnett Show about a No Frills Airline here. It puts things in perspective with humor. Maybe airlines should show that skit on a monitor in the gate area.

UNACCOMPANIED MINORS  Need to send your child on a flight unaccompanied? Arrive at the airport at least two hours before the flight. I’d have to be there three hours before for peace of mind. You will have extra paperwork, and you will need the full name (as it appears on ID), address, and phone number of the adult meeting your child. (That person must have ID.) You will be required to get a gate pass and walk the child to the gate. Before saying goodbye, remind your child to know where exits are, pay attention to the emergency demo, and if he/she is uncomfortable with their seat mate, let the flight attendants know. You can see me discussing this with my friend, Maureen, on Been There Moms here. Also, plan to be at the airport for a while; you are required to stay in the gate area till the plane is off the ground…not when it leaves the gate. You must wait until the gate agent tells you the plane is in the air.

CHECK BAG RESTRICTIONS before you pack. You already know there is a weight restriction for a checked bag, but did you know there is also a size restriction? Check your airline’s website. You do not want to be told at the airport your bag is too heavy or too large. While you’re at it, check carry-on restrictions. In American’s Basic Econ, you only get to carry on one bag that will fit underneath the seat in front of you. For Main Cabin, you can have two…one under the seat and one overhead.  ***And while we’re talking luggage, take a picture of all checked bags before you check them. If they don’t arrive when you do, you will have a picture to show the baggage agent. Also, hang on to your claim checks till you have your bags in hand. If you’re like me, it might help to take a picture of your claim checks too.***

CHECK IN EARLY You’ve heard it a million times, but people don’t take it seriously. Arrive early! I check in online, but still, I prefer to get there two hours before domestic flights and three hours before international flights. Folks may call that extreme, but  I’ve never missed a flight or panicked at security, wondering if I would make the flight. Make it easy on yourself; arrive early. You never know how long the lines will be. Why risk the stress? Using Mobile Boarding Pass? Take a screen shot of it beforehand, so you can access it quickly. I always print mine. My husband and I saw a couple in Miami struggle for five minutes trying to pull up their boarding passes on their phones. Once you clear security, it’s time to go relax and wait. I have TSA Pre-check, but I still arrive extra early, giving me time to relax or check email before boarding.

RELAX AND ENJOY YOUR FLIGHT Once your group number has been called and you have boarded, relax. Enjoy the flight. Maybe you try to sleep or catch up on emails (if WiFi is offered). It might mean playing games on your phone or reading a book or magazine. Just relax and let the professionals do the work.

***Does the idea of being in the air cause you stress? It’s likely the loss of control causing you anxiety. Check back soon. I’ll write about ways to empower yourself inflight.***