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"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Ruby Newell-Legner, CSP

I was leaving Phoenix after presenting at the National Sports Forum. As I entered the security line at Sky Harbor International Airport, I was shocked at how short the line was. I approached the section where the Transportation Security Administration (TSA) checks your boarding pass and ID to find three different agents each manning their own line with a total of about 10 travelers waiting.

As I stepped forward, the TSA agent in the line I chose stated rather authoritatively, "Stand behind the line until we call you forward." I chuckled to myself as I attempted to back up with my rolling briefcase that apparently only rolled one way. I almost ran over the guy behind me who also wondered what all the fuss was about ... but we both followed our orders to back up.

Less than 20 seconds later, the TSA agent in the second line, said, "The line beyond this point is backed up so we need to hold up the line for a minute."

"Now it makes sense!" I whispered to my fellow traveler.

At this point the TSA agent manning the third line invited a person to step forward to have his documentation checked. He must have felt the glares from those of us remaining in line and he quickly asked, "Oh, are we holding the line?" In unison, the other two agents responded with a drawn out, "Yyyyyyeeeeeesssss!"

At that point, the third TSA agent, Barry Barlett, smiled and said, "GREAT - it is time for trivia!" "How many marshmallows would it take to fill this airport?"

Suddenly our mood changed and we started asking more questions to see if we could get the answer right. The gentleman behind me asked, "Are they big marshmallows or little ones?"

Barry smiled and said, "It would only take one if it was big enough!"

After a few chuckles we were all invited to proceed to the next section of security and I reflected on how a simple elementary school question had made my day.

I couldn't help but reflect on the three different ways of approaching the situation so of course I asked to speak to the boss. I always get the usual "What now?" look when I ask to speak to whoever is in charge and this was no exception. The supervisor listened to my story and I asked why the first person was so gruff. I offered that I knew she was just doing her job but wondered why she had chosen to be so "mean" about it - especially after the other two approaches were explanatory and the final one even humorous!

He explained that they didn't teach her to respond that way and that they try to be nice to all the travelers. I complimented him and reminded him that I appreciate what they do every day when I travel.

As I waited for my flight, I was already mentally writing this article. I began asking myself, why do some people come across so negatively and miss the opportunity to make someone smile? I had to go back and ask Barry why he chose humor as his method.

The answer won't surprise anyone. Barry likes his job. He takes great pride in helping travelers go on their journey safely and he brings that positive attitude to work everyday. He strives to make someone's day and says it "Makes his shift go faster the more he smiles." So let's take the lessons from this experience.

1. In any situation, the approach you choose can have a positive effect (or not so positive effect) on the perception that is left with the other person.
2. Body language, voice tone and the words you choose can come across as demanding or helpful. What do we need to remind ourselves to leave a positive impression while still doing our job?
3. If a situation frequently arises, what steps could the supervisor take to encourage the workers to brainstorm the best way to handle that situation? No doubt they had been through that scenario before. Why hadn't Agent #1 figured out there was a kinder option?

What would you want in that situation? I just wanted to know why I had to step back when there was such a short line and no apparent reason I had to back up. The humor and trivia was a bonus as far as I was concerned.

And no, I didn't go back and ask TSA agent # 1 why she chose the bully way out. I will save that for the next trip to Phoenix. In the meantime, keep up the great work Barry. The world needs more people like you.

© 2009 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

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Feb. 25, 2009	Trainer, Town of Parker Parker, CO
Mar. 10, 2009	F.R.E.E. Webinar - Raising the Bar in Guest Relations, 11:00am MST Register here
Mar. 24, 2009	Webinar with Ruby - watch your email or visit Ruby's Schedule for details soon
Mar. 30, 2009	Keynote Presenter, Preferred Funeral Directors International Conference Palm Springs, FL
Apr. 07, 2009	Webinar with Ruby - watch your email or visit Ruby's Schedule for details soon
May 04, 2009	Presenter, 8th Annual Government Customer Support Conference and Expo 2009 Alexandria, VA
May 13-14, 2009	County of Los Angeles Parks and Recreation Department Arcadia, CA

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1800 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

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