Going beyond the facts

Years ago, a major snowstorm on a busy Friday night grounded thousands of travelers in the airport. People were becoming angry mostly because, after standing in a long line, they were given computer-generated updates from the agents. These updates included standard flight status such as delays, and possible postponements or cancellations. You could feel the tension and frustration building as everybody waited. The travelers wanted something more, something that would help them decide what to do next, but no further communication or guidance was given. It became obvious that the airlines had trained the agents into regurgitating exactly what appeared on the screen. 

What if the agents could have been trained to expand their role beyond reading computer monitors? What if the airlines had trained the agents to perform creatively in crises with a positive mindset? I found myself diverging on problem definition options, converting negative facts into positive challenges. 

How Might We:

• Make people feel more comfortable?
• Provide chairs, cots, blankets, or pillows, especially for travelers having to sleep in the airport overnight? 
• Show people that we care about them?
• Find ways for people to get some sleep without worrying about missing important flight status updates? 
• Help reassure travelers that if the flight they were waiting for suddenly took off unexpectedly, we would make sure they were not left behind?
• Make this experience a little more fun, such as getting additional employees (even our president) to bring donuts and coffee for everybody?
• Get the local media to publicize our positive efforts?
• Make our airline look good?

Unfortunately, the employees – and by extension, the company – were unable to take facts and turn them into positive challenges, even making them fun!