You may remember this past summer a story about David Carroll and United Airlines. David had flown on United and when he went to retrieve his guitar from baggage claim, it was broken. United refused to pay for the $1200 repair. David was not satisfied with the way United Airlines handled his complaint, so he took it to the Internet and placed this video on You Tube.

Well, it gets better. Just last week, David had no choice but to fly on United Airlines again - and guess what - they lost his bag!  United’s response was that they will fully investigate what regretfully happened. The story was covered in The New York Times and many other news outlets. You can read the entire article here.

So what can we learn from United Airlines?

Tip #1 - Every customer is important. Companies need to emphasize that there cannot be different standards for how you treat different customers.

Tip #2 - Respond quickly and appropriately. Companies need to have processes in place that empower their front line workers. Customers do not want to go through miles of red tape to get satisfaction.  Add to this the ability to use tools like social media to quickly spread the news about poor treatment.

Tip # 3 - Go above and beyond. You gain loyal customers when they feel like they have not only been treated fairly and their problem resolved, but also are remembered, made to feel special and given a little extra attention.

Tip # 4 - Learn from your mistakes. Taking proactive steps to address complaints and then examining your processes is necessary to corrective action. Training your workforce on how to handle these situations is critical to keeping customers happy and also giving your team the tools to preventing the worst case scenario. Your company can be on You Tube next.

What do you think about how United Airlines handled this situation and what should they do to correct it?

If your life is out of control, it could be because you believe and practice one or more of the myths below about how we manage our time to get things done.

Myth # 1 - The more you sweat, the more you get. Edison perpetuated this myth with his definition of genius. Genius is 1% inspiration and 99% perspiration. We often overstate the value of hard work. While you may be working hard in one area of your life, you may be failing in others such as family, marriage, school etc.

Myth # 2 - Activity means productivity. Don’t confuse activity with results. We can measure activity and it may become an end in itself.  Activity should be a means, not an end.

Myth # 3 - Efficiency means effectiveness. Many times we think by multi-tasking, we can become more efficient. But unfortunately, we become less effective when we take on too much.

Myth # 4 - Burning the midnight oil. As students, we may have pulled an “all nighter” to cram for a test or finish a report. Are you holding on to old habits that are not relevant in your life today? With multiple responsibilities and obligations, your life today needs balance. And the price is very high - ill health, stress, divorce etc.

Myth # 5 - The best way to get a job done is to do it yourself. Are you an expert at everything? If you feel you must do it all, you dilute your effectiveness. You may give yourself to too many things but devote yourself to nothing. Realize your limitations - and delegate!

Myth # 6 - There is only one best way. We are taught very early to look for “the solution” or “right way.” Many times we don’t look for or want to accept alternative solutions to doing things.  If you only found or used one way for doing something, how do you know if it was the best way?

Myth # 7 - We work best under pressure. While we may think we work best under the gun, we often invite Murphy’s Laws - Nothing is as easy as it looks. Everything takes longer than you expect. Whatever can go wrong will - at the worst possible time.  Procrastination leaves little room for error and no time for correction.

Myth # 8 - More discipline means less freedom. When we impose high self discipline, we actually provide more freedom in our lives. By setting goals and strategies, we impose order so that we make the most of our time and our energy. We work less and accomplish more.

If you found yourself defending your belief in one or more of these myths, you are not alone.

We may want to hold on to old habits and ways of thinking because they are comfortable, and change is uncomfortable. Think about the difference it could make in your life if you were to change some of the ways you think about “time.”

I received the following story in an email message and it made me pause.  We all live with judgments and fears. Many times they cloud our perception of what really is happening in the present moment.

We never really know another person’s circumstances. But we can certainly open our eyes and look beyond the exterior to find their soul.

Take a moment today and notice what’s beyond the exterior. You might be surprised.

One evening I was parked in front of the mall wiping off my car. I had just come from the car wash and was waiting for my wife to finish work. Coming my way from across the parking lot was what society would consider a bum. From the looks of him he had no car, no home, no clean clothes and no money.   There are times when you feel generous, but there are times that you just don’t want to be bothered.  This was one of the “Don’t want to be bothered” times! “Hope he doesn’t ask me for money,” I thought. He didn’t. He came and sat on the curb in front of the bus stop and he didn’t look like he could have enough money to even ride the bus.

After a few minutes he spoke. “That’s a very nice car,” he said. He was ragged, but had an air of dignity around him. I said “Thanks,” and continued wiping off my car.   He sat there quietly as I worked. The expected plea for money never came.

As the silence between us widened, something inside said, “Ask him if he needs any help.” I was sure that he would say yes, but I held true to the inner voice.   “Do you need any help?” I asked. He answered in three simple but profound words that I shall never forget. We often look for wisdom in great accomplishments. I expect it from those of higher learning and accomplishments. I expected nothing but an outstretched grimy hand.

He spoke three words that shook me, “Don’t we all?”  he said.   I needed help. Maybe not for bus fare or a place to sleep, but I needed help. I reached in my wallet and gave him not only enough for bus fare but enough to get a warm meal and shelter for the day.

Those three little words still ring true. No matter how much you have, no matter how much you have accomplished, you need help too. No matter how little you have, no matter how loaded you are with problems, even without money or a place to sleep, you can give help. Even if it’s just a compliment, you can give that!   You never know when you may see someone that appears to have it all. They are waiting on you to give them what they don’t have. A different perspective on life, a glimpse of something beautiful, a respite from daily chaos, that only you, through a torn world can see.

Maybe the man was just a homeless stranger wandering the streets. Maybe he was more than that. Maybe he was sent by a power that is great and wise to minister to a soul too comfortable in himself.   Maybe God looked down, called an Angel, dressed him like a bum and then said, “Go minister to that man cleaning the car, that man needs help.”

(Thanks to Catherine Pulsifer from www.wow4u.com for sending this via email to me. If anyone knows who the author is please let me know so we may give proper credit.)

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