The response on this thread is, to say the least, disturbing.
Since May 12 there has been just 8 messages. Is this because no one goes that extra mile or that no one bothers to pay compliments any more?
I've been in the airline industry for over 40 years and I used to see my staff do that little extra to please a customer (both at the airport and city ticket office) or indeed to get more business. I've driven a 10 hour round trip with a passenger delayed on our flight - thus missing her connection to her destination - to maintain an urgent appointment. It was a weekend and there was no other way than by taxi... and with the state and cost of taxis nowadays???
I'm not saying that we all should go to this extreme... but I didn't want to blow my budget by too much.
My staff files contained many letters of praise... and my revenue climbed with the number of letters.
Is it that old adage... the boss looks after the staff who then look after the business?