Attitude
There is something in this point about "attitude".
I was on a much delayed flight (late evening) with EZY to Heraklion about 10 days ago. Their tiny group of stewards/esses, did brilliantly with some very grumpy and tired passengers.
It is amazing what a smile can do, compared with those of an "entitlement" attitude.
Their "leader" - the Captain - did set a very good example.