Three Customer Service Rules for the Skies

Most days I love what I do and today happens to be one of those days! 

Here's three things I do to make sure my passengers feel like rockstars!

1. Stay Calm: There isn't any reason to contribute to chaos. If you want to find solutions, find your center and listen for the answers.
2. Focus on the Facts: Stressful situations often increase emotions and provide "extra" information that you don't need. Separate out the information you are receiving into two categories: the facts and the interpretations. It's easier to arrive at a solution when you use what you KNOW, rather than what you THINK or FEEL.
3. Listen: You might not have to do anything but make your customer feel heard. Put away your judgements and stay in the moment with your passenger. They might resolve the situation themselves.