Extraordinary Flight
One dynamic captain delivers a command performance

It was just an ordinary flight from Ft. Lauderdale. “Welcome to First Class.” said Captain Marty Bell. Startled, I stopped what I was doing to listen. I’ve taken more than 250 flights in the last two years, and this is the first time I have ever seen the pilot mingle with the passengers before the flight.

Bell came by my seat and looked at my laptop computer. He said, “That’s about all you need today isn’t it? What are you writing about?” “You,” I said.

I told him my shock at his person-to-person contact. “I do it all the time. Bell said. “I talk to older folks, the handicapped, and kids first. The rest of the people see me and talk if they want to. A lot of people are scared to fly and want to see the captain. Heck I’m scared,” he quipped.

“You do this before every flight?” I asked – hoping for the magic answer of consistency. “Oh yeah. It sets the tone for a great flight.” he said with the voice of experience.

He walked all the way to the back of the plane – stopping three or four times along the way. I watched as he tried on a Mexican sombrero, and kibitzed with everyone. The entire cabin was laughing and in a great mood.

He had completed his goal of setting the tone.

On the way back to the front of the plane he asked a small boy if he wanted to see the cockpit. The kid’s eyes lit up as he followed captain Bell into the inner sanctum. “Here, sit in my seat,” the Captain said.

The boy was glazed. “Wow” was about all he could muster, but the impression Captain Bell made – and the kindness he showed – will last for years.

The child’s mother thanked Captain Bell profusely. He responded with the humility of John Wayne at the end of a movie after he’d single handedly won the West. Bell had won the hearts of the passengers – in five minutes.

Now we’re ready to take off. Somehow, I anticipate the announcements will take on an unusual flavor.

“Greetings ladies and gentlemen, boys and girls. Welcome to USAir’s flight number 3231 to Charlotte and New York, LaGuardia. I noticed a lot of you were coming back from cruises and vacations – welcome back. The weather up north is a bit colder than here” A warm, personalized message.

Along the way we were treated to the captain’s personal geography and history lesson about the Kennedy Space Center, Disney World, the Daytona 500 which we passed over while the race was in progress (Cool!). Jacksonville, Savannah, Parris Island, Hilton Head and Charleston information was imparted. Fun stuff about vacation areas, golf courses and other friendly repartee. After what seemed like 15 minutes, the plane landed.

I saw the captain leap out of the cockpit and de-plane first. He was standing there in the jetway waiting to personally say good-bye and thank everyone. WOW.

“I’m going to write about you.” I said as I walked out of the plane. “Why?” he puzzled. “Because I had an exceptional customer experience and I want to tell others,” I said.

Marty Bell didn’t just command the airplane – he commanded the respect of the customers inside.

“Make sure you mention USAir. Be sure to tell them about the company,” he shouted as I walked up the jetway.

Captain Bell – to everyone on the flight today, you were the company.

Jeffrey Gitomer is the author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. He can be reached at 704/333-1112 or e-mail to salesman@gitomer.com.

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