August 12, 2009

A purple cow in Phoenix

On Choice Literacy, a Web site for literacy educators, Editor Brenda Power cites the actions of PHX Airports Crewmember Leanne Spencer as a “purple cow” moment — something so out of the ordinary that you can’t help but take notice and tell people about it.

Head over to the Choice Literacy site for the article — it’s a great read!

PHX Crewmembers display the fourth of JetBlue's five consecutive Customer satisfaction awards from J.D. Power and Associates in May 2009

PHX Crewmembers display the fourth of JetBlue's five consecutive Customer satisfaction awards from J.D. Power and Associates in May 2009

Brenda witnessed Leanne providing water and snacks to another airline’s Customers, who had been stranded due to an eight-hour delay. Brenda writes:

“I was amazed. … It made me wonder what kind of management was in place that allowed the gate agent to act on a kind impulse instantly, without worrying that she would be reprimanded (or fired!) for giving away $42 worth of snacks. And this at a time when most airlines were begrudging their own passengers two cents’ worth of pretzels. … I’m thinking publicity like this was probably worth the $42 of refreshments that gate agent set out? That’s probably the entire point of purple cow moments — there is no sense they will lead to great publicity or material gain. They are just remarkable, unexpected acts that build their own buzz.”

Great work, Leanne! This is a perfect example of bringing humanity back to air travel.

Posted by in Uncategorized | Permalink | 1 Comment | Share on Facebook | Share on Twitter

Leave a Reply