Jay Today Podcast

I ripped on Delta a few weeks ago because I felt like they were undercutting their most loyal members (http://youtu.be/Kg4U4ykTNjs). But sometimes a brand does something to win back your heart and your trust. I was in Atlanta making a connection on my way to sunny Puerto Vallarta, and the agents thanked me for being a platinum member when they scanned my boarding pass. Pretty standard behavior as far as I've seen, but what they did next surprised me. They scanned my wife's boarding pass and said:"Mrs. Baer, I just want to thank you for allowing your husband to live on our planes. Sometimes the wives get ignored, but I just want you to know how much we appreciate you."Wow! Talk about something that really changes the way you feel about an organization and makes your day. There are two lessons here for your business:1. It's the little things that count. Find small things that don't cost anything but time and desire to do and make them happen.2. Allow your team members to work off-script. These unplanned events