Continental Airlines Scores a Purple Cow

In an effort to post the good, the bad and the ugly of Customer Service, it is delightful to send a big hooray to Continental Airlines --in particular a flight attendant who epitomizes Customer Service (after more than 25 years in the business).

While recently returning home to Costa Rica, I encountered Norm Hoffman---He greeted young passengers at the Cabin Doors with a Bubble Machine Gun---Talk about multi-sensory delight and a ton of smiles from young ones.

I have traveled this flight plan more than 50 times and it was the first time, I appreciated the beauty and diversity of my journey  due to Norm's narration and true love of the geographic wonders along our path.  I realized I had taken for granted the beauty of coral reefs and magical shorelines that  Norm could still see after 25 years with childlike wonder and appreciation.  It is the way this Continental Airlines Flight Attendant  looks at life and  looks at each passenger. 

Thank you Norm for New Eyes Appreciation.  In Seth Godin's Purple Cow, a book I frequently reference in my customer service seminars, Norm is a true purple cow---providing us a personalized experience and service delight that makes us want to say "This is no normal cow.. Holy Cow, This is  a Purple Cow!"