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Engaged employees

It was a usual day trip to another metro with early morning flight. The day did not start well and was feeling that I will miss my flight as morning scene at airports is busy, very busy.

Anyways, after taking shortcuts and faster than normal speed, I arrived at the airport and was pleasantly surprised to see very little crowd. Walking into the checking in counter, I observed most counters bereft of passengers. I asked, "light flight?". Her answer shocked me in the economic downturn environment - "I am not complaining, it is less work for me."

On the return the same evening, I arrived at the airport at the usual 75 minutes before flight and explored if I could take an earlier flight if available. The lady at the counter after punching in a few keys on computer responded; "I am sorry sir, usually you would have got it but thankfully after a long time we have flight going full. Why don't you rest in the business lounge as I see you came in the morning and must be tired."

The two emplyees make a stark contrast within the same organisation. I see that how impressive the service is with engaged employees and how don't care attitude puts of customers.

All's well that ends well!
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