It's the small things, like sunsets and simple kind gestures, that count.

Recently I flew on a LIAT flight from Antigua to Trinidad (a common event in my schedule). Instead of sleeping as I usually do (for once I wasn’t on a 6 a.m. flight), I was engrossed in a book.  So engrossed that I didn’t notice the light from the aircraft window was fading … until the flight attendant quietly walked down the aisle and pressed the overhead light button for me with a smile. My heart was warmed.

Upon landing in Trinidad, I had to immediately check in for a flight to Tobago on Caribbean Airlines. After that successful activity (flying standby as usual for Tobago travel) another agent recognized me, motioned me over asked if I got through and specifically mentioned details of my last deposit of cookies. She remembered! I felt special.

On my flight from Trinidad to Tobago (a mere 15 minutes in the air) I still was fabulously interested in know the fate of the heroine in my book. After I gave dutiful attention to the flight attendant as he gave the safety briefing, my head immediately snapped down in single absorption in my book. Within a minute. the flight attendant gently tapped me on the shoulder.

“I must turn off the cabin lights during takeoff. I just wanted to let you know.”

So courteous!  And he repeated the same gesture when he had to turn off the light for the decent. My smile was from the inside out.

I am sure each one of these gestures weren’t thought of days or even minutes in advance by the agents or flight attendant but the resulting feelings in my heart will last a lifetime.

Alma, a wise man in the Book of Mormon, said: “Now ye may suppose that this is foolishness in me; but behold I say unto you, that by small and simple things are great things brought to pass; and small means in many instances doth confound the wise.”

Laura Cotton teaches LIAT Call Centre Supervisors Development Workshop in Antigua

I love teaching workshops because I always come out learning or validating something new.  Here are five things re-emphasized to me after teaching LIAT’s Call Centre Development Training in Antigua last week.

1. We cannot hold people accountable for things we haven’t told them that we expect (it’s just not fair).
2. Teaching customer service makes me a much better customer (‘nuf said).
3. Sharing personal stories ALWAYS work to hit home a point (and I have a lot of ‘em).
4. Maintain the same environment in the workshop as we coach them to have in their workplace – fostering and unintimidating (teach by example, anyone?).
5. Scenarios and role playing is absolutely essential to measure participants’ understanding and desire to implement the skills taught (plus, it’s fun).

And as an added bonus …

COTTON TIP: Ask each participant his/her favorite song in the introduction part of the workshop. Later surprise them by playing the songs through out the breaks. It’s a great way to make each participant feel valued and like you really listened – just as they should to make the customer feel.