I challenge CEO's to ask themselves 2 question while learning the dog story below:
1. Which role would your employees chosen - the cab driver or the human tourniquet?
2. Are you enabling your company get involved in local communities to the extent for the greater good it addresses needs that may have absolutely nothing to do with today's bottom line and everything to do with sustainable profitability?
Is excellence only for dogs in jeopardy?
True story: A dog named Banner, Phoenix Airport (PHX) airport security officer Southwest Airlines (SWA), and a vet are everyday heroes who can mentor us all. Friday the 13th., visually impaired Larry Colbert and his assistance dog Banner took a cab to the airport. Banner a usually calm yellow lab sounded a sharp yelp and leaped onto the seat with Larry, unusual behavior for a well-trained dog. Banner departed the cab and led his master as usual; the blind man assumed all was in order. Enter the first hero, not the cab driver who undoubtedly saw blood on the dog, instead, an airport security officer, who stopped the pair and asked if he could help. The dog was bleeding profusely.
Later, Troy (SWA Customer Service), who saved Banner's life, reported that Banner would most certainly have gotten Larry to the airplane and bled to death in the process if no one had intervened. The ground crew employees of Southwest Airlines took it upon themselves to change Banner's fate and never asked of Larry was a SWA passenger or not. A local friend dashed to the airport to help while telephoning a vet's office to alert them. In the meantime, the airport scene changed to include a police car with emergency lights on, a cleared place for the friend to park, a walkway that had been cleared through the throng of onlookers, and Banner positioned on the floor with Larry and several uniformed people at his side gathered around the injured dog now in much distress. Banner had sliced the major vein and nicked an artery; blood was everywhere and on everyone. Troy lifted Banner and carried him to the car his hand clenched around the dog's leg to stop the flow of blood. All three got in the car and whizzed away to the vet where three young women dashed out stretcher and rolls of tape in hand to wrap the leg immediately allowing Troy to release his grip. No, that would not do; Troy was now family and carried the canine, no stretcher required.
The airline employees who abandoned their posts to render aid quite simply kept Banner alive until Dr. Bastek could perform the needed surgical repair. Banner is now recovering nicely (see his blog http://bannerboy.wordpress.com). SWA employees sent Banner flowers and a balloon as a get well gift. Another professional friend of Larry's who was in the airport at the time, Naomi Rhode said: "…we passed Larry coming toward us with a SWA employee.…We had time to share a quick… hug, to thank the SWA employee, and to tell her how VERY special and loved Larry is....AND Banner. It was obviously not 'new news' to her, as she had tears in her eyes, and said, "I know I came into work today just to be part of this amazing privilege". 'For Such A Time As This'....and NOW we know...'The rest of the story'.
And the story gets better. Turns out the Southwest employees who left their stations and helped were not aware that Larry was booked on a SWA flight. Another legendary story of excellence from the Love airline! it 's former CEO, Howard Putnam weighed in with: "We always said: "We hire attitudes and develop their skills." It still works and culture is the key."
Specific, measurable community Involvement is the ultimate connection to company morale, engagement, and productivity.
What benefit did and will SWA, PHX, City of Phoenix, you, and me continue to get from this event and it is told and retold (now even on YouTube)? Consider a short list of possibilities: encouragement, reminder of right will prevail, open eyes to someone in need to stop and help rather than walk on by, understanding that we all get in circumstances that are tough and welcome the character traits of loving kindness, compassion, beyond-the-ordinary response… Interesting, that not one of the event's participants was ever "trained" to offer what was offered in the moment. That motivation had to come from what we call StrengthBank® connections developed, not taught.
The heart of a company is displayed every day in its service, quality, and esprit des corps.
Are you sure of what you hope for - excellence in service and quality and certain of what you do not see - motives of the heart of the folks who carry your company banner?
Sandra Shelton, BA, MEd., CTACC, Fort Worth, Texas, is an engaging international speaker, author, workplace relationship consultant, and nonprofit CEO. StrengthBank® - Communication WorkOuts™ are brilliant in their simplicity and powerful in their effectiveness. They are now being applied to business people who mentor in local high schools during advisory periods. To learn more about StrengthBank® and its author www.strengthbank.com or www.talkgroups-mentors.org
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