For My FAs Twitter Friends...

As flight cancellations and delays wreak havoc on weary travelers, and planes are fuller than ever, the Wall Street Journal has managed to find a bright spot - United Airlines Captain Denny Flanagan.

On a flight headed your way, there is a pilot who is literally a gift from the heavens. For 21 years now, Flanagan, a former navy pilot, has put the friendly in friendly skies.
With his sense of humor and personal touch, he individually welcomes aboard every passenger on his United Airlines plane.

A father of five, Flanagan has also been known to buy food for planeloads of passengers on delayed flights. He snaps photos of dogs in the cargo hold to show owners their pets are safe and calls the parents of children traveling alone.

"I want to treat them like I treat my family and it works. It's like hospitality. You stand at the door and you greet people when they come in and you say goodbye on the porch and wave to them," said Flanagan, who is 56 and lives in Ohio.

His unique brand of hospitality includes sending handwritten notes to frequent flyers and raffling off bottles of wine.

"How 'bout that? A bottle of chilled chardonnay from a pilot," said a delighted Paul Schroeder, a lucky United passenger.

He has developed quite a following in the air and online. One of the many posts on FlyerTalk.com about Flanagan read: "His effort rubbed off on the crew too, they were great."

Attitudes are truly contagious, and Captain Flanagan's is certainly worth catching!

Denny Flanagan is a wonderful example of customer love. In the book, I share his, and 24 other great customer service stories. My goal is to have you read them, have your team read them, and talk about them together. In fact, you may be inspired to write your own customer love stories while making your service culture all it can be.

My Boys Are The Best...

We have weathered the move! This is great. We are in a wonderful house that is a home. Great neighborhood. My boys really dived in and helped out like the troopers that they are. My boys are just the best and I love them with all my heart! I want so much to be able to gift them the gift of a lifetime to meet green day! They so deserve this! Will someone help me with this gift for them! For them to know what I am going through to secure this and to have it come true, I could not even begin to explain the joy that they would have! Please help me!!!

I Will Not Give Up.....

Our greatest glory is not in never failing, but in rising up every time we fail."~ Ralph Waldo Emerson "But as for you, be strong and do not give up, for your work will be rewarded." 2 Chronicles 15:7

I will not give up on my mission to give my boys the gift of a life time!! A mother's quest is never done!!!

Have I Told You....

how much I love my boys! Even when they are worn down and pissed off at the world, they can always find calmness with me. They know they can get that hug when they need it, space when they need it. I was the one who was always there to help pick up the pieces. No matter what I was going through, I did my best to have a smile on my face and never let them see me cry, when I was really in pain. There are times then I am saying goodnight to my oldest and he will do something silly, then I will do something silly and him and I will be laughing so hard, that at that point he is wide awake LOL. There are times we have movie night...we each get our own bowl of popcorn, our own spot on the couch our own jug of soda, with all the lights out and just watch a movie. Everything that they have given me, I want to give them that in return and more! One way is to keep moving in a forward direction with getting them in to meet green day. I won't bug people or pester them, ok maybe I should.....I want someone with a heart of gold to step in and make this possible. I see it now that we arrive at Arco Arena and then we get our backstage passes, which I hide from them. As we approach the area where we are going, I will let them know how proud of them I am, how much I love them and let them know what I did to get this gift for them!

3 Tickets to the concert = $218.00
Gas to Arco Arena = $40.00
T-Shirts = $80.00 (approx)
Seeing the look on my boys face as they meet Green Day = PRICELESSS

Still Moving Forward

It is less then 30 days before we see Green Day. I am still on my mission to have my boys meet the band. Even just for 30 secs, that would totally make their day! This weekend we spent the time packing. My boys are so great. They both have dived right in and are helping with so much! I don't know what I would do without them being there with me. Minimal complaining also, which really helps with the stress of all the moving! Will someone please help me give them the gift of a lifetime!

Its a great day to be alive!

Its great to wake up and know that I have 2 wonderful boys waiting for me to wake them up, ok, so my oldest sometimes doesn't act like that LOL. Well he is a Tween! It is so funny to interact with them and see the world through their eyes. We share so much and have a blast doing it. They call me the cool mom, which I so love. They even suggest clothes that I should buy! Of course, if we are out and about and I want to buy something cool, I ask my boys and they get a kick out of me even bothering to ask. My oldest has reminded me that he gets to pick my outfit for the Green Day concert, he said I have to look ultra cool :) Just love my boys with all my heart, body and soul. That was just a thought that crossed my mind, I wanted to share.

Hanging With My Boys

As a mother, we do lots of things for our kids. My boys and I have made it a yearly tradition to attend the Zumiez Couch Tour. Last year we drove to Milpitas, which was an all day affair. This year it was in Pleasanton, which was a shorter distance. We always have a blast. I will do anything so that they can meet some of the skateboard idols. I stood in line with them for 3 hours so they could meet the skate team! Seeing the look on their face when getting the autographs was priceless! That is why I am on a quest to get them to meet Green Day! Those images are forever planted in my head and know that we had the best day ever! This would just add to the joy to be there to witness them meeting Green Day! PLEASE HELP ME!!!