What's The Diff?

The things Quicken Loans team members care about and want to share with the world

Going Above and Beyond

Seth’s Blog has an entry that is a great example of a what we refer to as "The DIFF."  This is good stuff.  Props goes out to this airline.

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  1. That’s an awesome story…this is a PERFECT example of employees going the extra mile for their customers and this was EXACTLY what I was talking about in the last post.

    Posted by: Amy Prior | November 15, 2006
  2. Yeah, I totally agree. As far as I can tell from the comments on Godin’s blog, the airline is JetBlue, but I can’t confirm that. If it is JetBlue, they deserve much praise. It’s a far cry from other airline service horror stories we’ve heard in the past few years.

    Posted by: Clayton | November 15, 2006
  3. JetBlue? It would be cool to confirm, because I’m so sick and tired of the airline with “N” and “W” in its name. Rude attendants (I understand your job sucks, but don’t take it out on me!), inconsistent scheduling and constant overbooking make travel miserable.
    I’d love to find out if this is, in fact, JetBlue, because I would go out of my way to use that airline.
    By the way, the Discovery Channel just aired a documentary on some construction project for JetBlue, and it seems like they’re very concerned with doing the right thing.

    Posted by: travelin girl | November 15, 2006
  4. Unfortunately, with discount carriers like JetBlue, the professional commercial pilot is seen as someone as skilled as a bus driver. While most captains/co-pilots/engineers are pleasant and helpful when approached in the airport, their only concern once on board the plane should be to ensure a safe flight and get their passengers to their destination. They are not in the frontline of customer interaction and shouldn’t be. That is the role of the flight attendant, they are there to “attend” to passengers needs and ensure in-cabin saftey. To applaud a captain serving pizza to passengers is akin to a surgeon taking on cafeteria duties at a hospital. I would be concerned about being operated on by someone who feels he should be serving food in addition to being responsible for human life.

    Posted by: maddi | November 16, 2006
  5. I don’t necessarily see it that way. I see two different concepts here at play:
    1) If the captain hadn’t served pizza, I would still be applauding the rest of the crew for carrying through the “pizza plan.” It doesn’t really matter that much that it was necessarily the captain, but that *someone* took the time and effort to do this for the customers. Even if the captain had stayed in the cockpit, studying his checklist and monitoring his equipment, I still would be applauding this airline (we still don’t know if it is in fact JetBlue).
    2) So what if a captain wants to step out of his role and serve some people in a more direct manner, for once? It’s not as if he sees “serving pizza” as his role. He’s doing nice for someone. Would you be offended if a surgeon served a homeless man soup at the soup kitchen on his day off?
    We have a saying at Quicken Loans — we call them “ISMs” — “We are the ‘they’.” This means that no job is *beneath* anyone. If Dan Gilbert sees that someone left the sink running in the bathroom, it’s his job to turn it off. He may send someone to follow up with the person who left it on, but he is the person who takes the initiative to initially fix what is wrong. This is not considered *beneath* one’s role in the company.
    If, in fact, serving pizza compromised the captain’s duties of checking over the airplane while preparing for take off, then, yes, that’s a problem. But, in this scenario, weather was the issue, and they were going nowhere any time soon. Everyone was bored. This whole staff decided to be proactive with their time and do a good turn for people who probably could have used a little comfort.

    Posted by: Christy Brewer | November 17, 2006

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Wednesday, January 17, 2018