Scott With Two T’s
We sat down in our seats on the plane and settled in for a long flight from Chicago to California. We were heading to a three-day country music festival and excited for the long weekend to begin.
The moment the cabin doors closed we were introduced to Scott. Scott was our flight attendant and seemed as excited for the trip as we were. Referring to himself as Scott-With-Two-T’s, he authentically greeted each of the passengers while walking up and down the aisle. Instead of dryly going through the motions of the safety demonstration, Scott enthusiastically walked us through all the steps (“in the event of a water landing…”) and did so in such a way that everyone actually paid attention. He was charismatic and funny.
When he finished the mandatory announcements, Scott easily struck up a conversation with the 12 passengers in our section like we were old friends. He shared with us that he’s been flying for American Airlines for 41 years and loves his job now more than ever! In between getting everyone set with morning beverages, he shared about his favorite places to travel and the interesting passengers he’s taken care of over the years.
Shortly after takeoff, Scott-With-Two-T’s shared that he had a surprise for us.
He went over to his station, opened a cabinet, and emerged with a box of fresh Krispy Kreme donuts. Scott explained that since we had to get up for such an early flight, the least he could do was stop on his way to the airport and get us fresh donuts to start our day!
What a treat, I thought, as I shared a pre-breakfast donut with Kim. Our travel partners also said yes. Only one passenger across the aisle politely declined. Scott returned the empty donut box to his area, and then emerged with a dozen Krispy Kreme paper hats. He walked from passenger to passenger putting hats on our heads. I watched in amazement as no one objected. Everyone was happily partaking in his fun. Even the passenger next to me who declined the donut accepted the hat! For the next four hours, we wore the hats, chatted with one another, and listened to Scott’s stories.
Midway through the flight, Scott tapped me on the shoulder and said he needed help. An announcement, he told me, had to be made about wearing seatbelts while seated. He asked me to come to the front of the plane where the speaker phone was. Then he picked up the phone and told me I was going to make the announcement!
“You want me to make this announcement?” I nervously asked.
He waved his hands enthusiastically, encouraging me. “Yes, you’ll be great! You’ve heard the words a thousand times. All you need to do is let the passengers know that the captain would like them to keep their seatbelts on while seated, that we have about 45 minutes left of our flight before we begin our decent, and that you really appreciate them flying with American.”
Then I heard the overhead speaker click as Scott put the phone in front of my face. I followed his directions and made the announcement. When I finished, the passengers started clapping and cheering! (I had also forgotten that I was still wearing my Krispy Kreme hat).
I handed Scott back the phone. People high-fived me as I walked back to my seat. It was as though I was flying with a bunch of friends. Scott-With-Two-T’s had managed to enroll our whole section of people into the pure enjoyment of his work.
And even though we had only spent a few hours with him, we felt loved, cared for, and completely appreciated.
As we were landing, Scott got on the phone for a final announcement. He stated that he was sad to have to do the worst part of his job: saying goodbye to the passengers at the end of every flight. You could tell that he genuinely loved the passengers, and honestly was sad to say goodbye to us.
Everyone could see this passion for his job.
Even after 41 years, Scott-With-Two-T’s still shows up enthusiastic and ready to give 100% effort during each flight.
As we unbuckled and started retrieving our belongings from the overhead compartments, Scott hugged us. As we embraced, I noticed that behind him was another box of donuts. “Those are for the next group,” he commented. “Gotta keep taking good care of the people, the same way American keeps taking good care of me!”
And as we departed, Scott handed me a bottle of wine, wrapped safely in bubble wrap. “This is for you and your friends when you get to your hotel. Enjoy the country music festival, and I hope you remember me!”
There’s no way I’d ever forget him.
We travel pretty regularly, and I can tell you that was the most memorable flight we’ve ever been on.
Have you ever had an experience like this? Where someone went above and beyond to provide you with outstanding customer service? Can you recall a time when someone’s kindness, enthusiasm or extra effort made you feel like a total priority?
When was the last time you provided something like this to your own family, spouse, employee, or client?
What could your “Krispy Kreme donut” moment be?
The next time you’re given an opportunity to really make someone’s day, do it!
Instead of telling your friend about a good book she should read, send her a copy with a personal note from you.
Instead of sending a text to thank someone, what if you sent a good old fashioned Hallmark card… or better yet, flowers?
Instead of asking someone who’s dealing with an illness or crisis, “What do you need?” tell them you’re on Amazon filling a cart for them with some treats— and ask them what special requests they have.
When booking a reservation for lunch or dinner, if the hostess asks what special occasion you are celebrating, be spontaneous and come up with something you could be celebrating, even if no one is expecting it! The answer to the question, “Are you celebrating something special?” should always be a resounding Yes to the hostess. For example,
Yes! This guy and I have been friends for 11 years, and today we are here celebrating our friendiversary.
Yes! My wife has been doing such a great job homeschooling our kids, we are here to celebrate her awesomeness.
Yes! My daughter recently completed 5th grade and made the honor role. We are here today to celebrate her hard work.
If you make this a regular part of your routine— doing simple but special things for other people— you’ll start to get good at at. I promise you.
Keep asking yourself: Where can I go above and beyond to make someone’s day— especially those moments when they would least expect it? And when an idea comes to mind, do what Scott-With-Two-Ts would do!
PS: The next time you go to Krispy Kreme, don’t forget to ask for the hats!
This Month’s Resources & Cool Ideas
Summer Reading Paired With Pizza
Need to incentivize your kids to get their summer reading done? Or maybe your child is already a bookworm and would love a reward for doing a great job reading over these next few weeks? In celebration of its 40 year anniversary, Pizza Hut has brought back Camp Book It. Show your child how to earn a free personal pan pizza each month for reading!
They Even Thought of the Soup
I just listened to this fantastic 4 minute story from a cool guy named Dennis Moseley-Williams (his content is terrific, by the way) who traveled to Chicago and had an A+ experience at a Marriott Hotel. Example after example, he brings home the idea of how to make someone feel special by taking care of their needs.
Give Them Exactly What They Love
I shared this link to Goldbelly during Covid, but it’s worth reminding you about this incredible food delivery service. Looking to send someone their favorite food like fresh lobster rolls from Maine? Crab cakes shipped direct from Maryland? Chicago cheesecake shipped directly from Chicago? Or New York City pizza delivered right to your door anywhere in the country? Goldbelly can do this for you. Surprise someone with a delicious treat! You won’t believe how many well-known choices they offer.
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