????節(jié)日出行經(jīng)常會遇到暴風(fēng)雪、機械故障或調(diào)度混亂造成的航班延誤。如果你的航班被長時間延誤，你肯定希望坐在駕駛艙里的飛行員是丹尼?弗拉納根機長。

????前不久，在美國聯(lián)合航空公司（United Airlines）一架航班即將從休斯頓飛往洛杉磯之前，登機口的廣播傳來弗拉納根的聲音，他先是自我介紹了一番，然后與乘客分享了航班和天氣信息。所有人都抬起頭，以為會有壞消息，結(jié)果并沒有，于是人們開始猜測這位機長到底是誰。幾分鐘后，弗拉納根站在艙門口，向乘客發(fā)放帶有波音757統(tǒng)計數(shù)據(jù)的名片。廣播上不同尋常的歡迎結(jié)束之后，所有人都扣好安全帶，準(zhǔn)備起飛。

????然而，常規(guī)檢查發(fā)現(xiàn)飛機一側(cè)機翼前緣有微小的裂痕，于是弗拉納根宣布飛機推遲20分鐘起飛。之后，20分鐘變成了一個小時，等維修完成，飛機已經(jīng)延誤了兩個小時。大多數(shù)乘客都下了飛機，打算改簽航班，或是尋找食物。讓留在飛機上的乘客感到高興的是，弗拉納根一邊要求空乘人員發(fā)放飲料，他自己則打開飛機廚房的門，沿著過道分發(fā)免費食品。

????在節(jié)日旅行季，航班延誤就像感冒一樣，已經(jīng)見怪不怪，而弗拉納根機長的做法，簡直就像是來自圣誕老人的意外禮物。這位飛行員說道：“在服務(wù)行業(yè)，成功的秘訣非常簡單。選擇你的態(tài)度，預(yù)測客戶的需求，然后提供超出他們預(yù)期的服務(wù)。我將駕駛艙當(dāng)作我的空中辦公室，我就是這架飛機的CEO。我不僅負(fù)責(zé)開飛機，還要照顧機組人員和乘客?！?/p>

????曾是美國海軍少校的弗拉納根表示，在1986年加入美國聯(lián)合航空之前的20年間，他曾駕駛C-130運輸機為在南極洲的“深凍行動”（Operation Deep Freeze）提供支援，還曾駕駛過P-3獵戶座海上偵察機。由于美國海軍飛機有14名機組人員，這位以完成任務(wù)為使命的飛行員還要照看好自己的下級。

????弗拉納根現(xiàn)在依舊在美國海軍預(yù)備役（Naval Reserve）負(fù)責(zé)飛行任務(wù)。在成為航空公司飛行員后，他保留了這種心態(tài)。911恐怖襲擊發(fā)生后，航空業(yè)遭到重創(chuàng)，有3,600名聯(lián)合航空的飛行員被暫時解雇。以積極進取著稱的弗拉納根決定想法設(shè)法地贏得客戶的忠誠，同時希望航空業(yè)回暖后，那些失去工作的飛行員也能夠重返工作崗位。

????于是，他開始從艙門廣播、名片等細(xì)微之處著手。只要飛機上有無人陪伴的未成年人，他都會在起飛之前打電話向孩子家長報平安。在中途停留期間，他會在自己的名片背面，為下一班乘客寫上幾句暖心的感謝語，并在登機結(jié)束之后，按照旅客名單添上乘客的姓名。

????弗拉納根說道：“我每一次飛行通常會發(fā)出50張名片。我會寫給頭等艙乘客，還有坐在經(jīng)濟艙中間座位的乘客。我們都坐過中間的座位，如果旁邊的人用了扶手，你會非常不舒服。”

????弗拉納根機長認(rèn)為，如果空乘人員送給中間座位的乘客一封感謝信，便能引起兩邊乘客的注意，讓大家交談起來。而通常情況下，聊到最后，大家便會一起使用扶手。

????弗拉納根有許多做法可以被視為出色的客戶服務(wù)，不過最有意義的通常是無意中的善舉。2008年，一位收到弗拉納根感謝信的乘客給他回信，問他能否為洪都拉斯一位殘疾男孩送去一輛電動輪椅。弗拉納根打電話給聯(lián)合航空快運公司（United Cargo）的同事，這家當(dāng)時還被稱作美國大陸航空的公司（Continental Airlines）在圣誕節(jié)當(dāng)天，將輪椅免費送到了那個男孩手中。

????弗拉納根發(fā)現(xiàn)，節(jié)日期間，休閑旅行者和首次乘坐飛機的乘客增多。他在登機口向孩子們發(fā)放飛行胸章的時候，在行李箱里還會隨身攜帶一些帆布袋，專門提供給那些攜帶大量禮物的父母們——他們的紙質(zhì)購物袋很容易破碎。如果看到有來自軍隊的乘客集體乘坐飛機，他會通過艙門處的廣播，建議乘客與軍人們交換座位，讓這些不畏生死，報效祖國的勇士們度過一段更舒服的旅程。

????弗拉納根回憶道：“當(dāng)時有一群20歲左右的男女一起坐飛機。大家大叫著歡呼，每個人都得到了頭等艙乘客交換的座位。”

????弗拉納根積極的態(tài)度，以及與乘客建立友好關(guān)系的意愿，讓他在飛行常客中成為明星，人們都親切地叫他“丹尼機長”。他的航班時間表被公布在社區(qū)論壇flyertalk.com上，許多粉絲會專門根據(jù)這份時間表預(yù)定航班。

????一位名叫Goalie的用戶發(fā)帖稱：“在短暫的轉(zhuǎn)機逗留期間，我在喬治?布什洲際機場到達(dá)口見到過他。我們當(dāng)時正從他的登機門走向我要乘坐的航班，一位女士和她的女兒正走向與我們相反的方向，突然他停了下來，從口袋里拿出一對胸章，送給了那個女孩。那個小女孩臉上的笑容已經(jīng)說明了一切?！?/p>

????Pat89339寫道：“舊金山地區(qū)的朋友們注意了，我們正在計劃（與丹尼機長）另外一次聚餐。日期確定之后，我會再發(fā)帖通知?！?/p>

????弗拉納根有時候會與乘客一起用餐，在中途停留的時候如果他有時間，乘客會爭先恐后地請他用餐。如果航班延誤超過兩個小時，弗拉納根甚至?xí)o機上的所有乘客買漢堡或披薩。當(dāng)然賬單最后要由聯(lián)合航空報銷。

????2010年，聯(lián)合航空錄制了弗拉納根普通的一天，并將其制作成面向所有新晉員工的培訓(xùn)視頻。雖然弗拉納根并非唯一一位提供出色客戶服務(wù)的飛行員，但為什么其他人并沒有像他那樣引人注目呢？

????客戶服務(wù)或許是弗拉納根與生俱來的本領(lǐng)，這項技能可以通過學(xué)習(xí)掌握，并且非常容易衡量。當(dāng)然，飛行員的績效評估中，排在首位的必須始終是飛行安全，但客戶服務(wù)還應(yīng)該包括許多方面。聯(lián)合航空發(fā)言人珍妮弗?多姆表示：“弗拉納根機長是一位杰出的員工，我們支持他以及所有飛行員，為了提供超出客戶預(yù)期的服務(wù)所付出的努力。其實，丹尼一直都在這樣做。他致力于為乘客創(chuàng)造最友好的飛行體驗，成為所有人交口稱贊的榜樣?！?/p>

????還記得弗拉納根在每一次飛行開始之前發(fā)放的名片嗎？他會在其中兩張上簽名。在飛行結(jié)束時，如果頭等艙有剩余的酒水，持有簽名名片的兩位乘客便可以免費將一瓶紅酒帶回家。

????在最近一次延誤的航班降落之后，乘客收到了聯(lián)合航空主動恢復(fù)操作團隊(Proactive Recovery Operations Team )的電子郵件，為了表示感謝，航空公司將為乘客的下一次飛行提供50美元折扣，或贈送額外的獎勵里程。

????積極主動提供優(yōu)質(zhì)的客戶服務(wù)，是任何公司生存和發(fā)展的根本。喜歡弗拉納根的人似乎成了聯(lián)合航空最特殊的宣傳大使。

????弗拉納根說道：“我喜歡像對待與我一起飛行的親人一樣，對待我的乘客。我有妻子和孩子，生活很幸福。當(dāng)我在我們的飛機上看到行動不便的人、受傷的士兵和有其他健康問題的乘客時，我都會感謝上帝讓我有機會從事自己一直想做的事情——駕駛飛機?！?/p>

????與弗拉納根一起經(jīng)歷的飛行，將是乘客們久久難忘的一段經(jīng)歷。畢竟，誰會忘記與圣誕老人的助手一起飛行的經(jīng)歷呢？（財富中文網(wǎng)）

????譯者：劉進龍/汪皓

????Holiday travel often comes with flights delayed by winter storms, mechanical failures, or schedule snafus. If your flight is hit by a lengthy delay, the pilot you want in the cockpit is Captain Denny Flanagan.

????On a recent United Airlines UAL 3.92% flight from Houston to Los Angeles, Flanagan made a gate announcement, introducing himself and sharing flight and weather information. Everyone looked up, expecting bad news, and when there was none, the talk turned to wondering who this captain was. A few minutes later, Flanagan stood at the plane door, handing out trading cards with stats about the Boeing 757 being boarded. After the unusual welcome on the PA, everyone buckled up, ready to depart.

????However, when a routine inspection uncovered a small crack in the leading edge of a wing, Flanagan announced a 20-minute delay. That turned into an hour delay for maintenance, and another hour to complete the repair. Most folks got off the plane to try to rebook flights and find food. To the delight of those who stayed on board, Flanagan opened the galley doors and walked down the aisle, handing out free food as he asked the flight attendants to serve drinks.

????During this season of holiday travel, when sniffles and delays run rampant, it was like getting an unexpected gift from Santa. “In the service business, the recipe for success is quite easy,” the pilot says. “Choose your attitude for the day, anticipate your customers’ needs, and exceed their expectations. I call the cockpit my sky office, and I’m the CEO. I run the airplane, and I take care of the crew and customers.”

????Flanagan, a former lieutenant commander in the U.S. Navy, said he flew C-130 transport aircraft in support of Operation Deep Freeze in Antarctica and P-3 Orions (maritime surveillance aircraft) for 20 years before joining United in 1986. Since the Navy planes had crews of 14, the mission-oriented pilot routinely looked after those under his command.

????Flanagan, who still flies in the Naval Reserve, kept that mindset when he became an airline pilot. After 9/11, when the airline industry was hit hard, 3,600 United pilots were furloughed. Flanagan, clearly a go-getter, decided to do what he could to build customer loyalty, hoping that as business came back, the pilots who had lost their jobs could also return to work.

????Thus the gate announcements, the trading cards, and other little touches began. Whenever unaccompanied minors are on the plane, Flanagan calls the child’s parents before take-off to let them know all is well. During layovers, he writes thank you notes on the back of his business cards for the next flight, adding passenger names from the manifest after boarding.

????“I usually give out 50 cards on each trip,” Flanagan says. “I write them to the passengers sitting in first class, and to those sitting in middle seats in coach. We’ve all been in that middle seat, and when the person on either side of you takes an arm rest, it’s not that comfortable.”

????The captain figures if a flight attendant hands the middle seat passenger a note from the pilot, those on either side will take notice and strike up a conversation. Usually, that conversation ends up with people sharing the arm rests.

????Many acts can be considered exceptional customer service, but the most meaningful ones are really unplanned acts of kindness. In 2008, a passenger who got one of Flanagan’s notes wrote back, asking if the pilot could get an electric wheelchair to a handicapped boy in Honduras. Flanagan’s calls to colleagues in United Cargo and then-Continental Airlines got the wheelchair delivered, at no charge, on Christmas Day.

????During the holidays, Flanagan notices more leisure travelers and first-time flyers. Along with passing out pilot wings to kids in the gate area, he carries canvas bags in his suitcase to give to parents whose gift-loaded paper shopping bags have ripped. Whenever the captain sees military passengers traveling as a group, he gets on the PA at the gate and suggests how nice it would be to exchange seat assignments to make the trip more comfortable for those who are risking their lives to serve.

????“I did this with one group of 20 young men and women flying together,” Flanagan recalls. “There was a lot of crying and hoo-rahs, and every one of them got a seat in first class from another passenger.”

????Flanagan’s positive attitude and willingness to engage with customers has made him a celebrity among frequent flyers who refer to him as “Captain Denny.” His flight schedule is posted on flyertalk.com, and a number of fans book their flights around it.

????A board posting from a user named Goalie: “I met him at his arriving gate during a mutual layover (at IAH). As we were walking from his gate to mine, a woman and her daughter were walking in the opposite direction and in the blink of an eye, he stops, reaches into his pocket, pulls out a pair of wings and gives them to the daughter. And the smile on the little girl’s face was what it’s all about.”

????Pat89339 wrote, “For people in the San Francisco area, we are in the planning stages of another dinner (with Captain Denny). I will post more when the date is settled.”

????Occasionally dining with passengers — who vie to buy him meals when he’s available on layovers — Flanagan has even been known to buy hamburgers or pizza for all his passengers when flights are delayed longer than two hours. United foots those bills.

????In 2010, the airline filmed Flanagan, following him around on a typical day, and turned it into a training video shown to all new hires. While Flanagan is not the only pilot to provide great customer service, you have to wonder why more don’t stand out like him.

????Customer service may be innate to Flanagan, but it’s also a skill that can be taught and a behavior easily measured. Flying safely, of course, must be at the top of a pilot’s performance review, but points for customer service should be in the mix, as well. “Captain Flanagan is an outstanding employee, and we support his – and all of our pilots’ – efforts to go above and beyond for our customers to provide great service,” says Jennifer Dohm, a spokesperson for United. “As far as anyone can remember, Denny has always operated this way, and we commend his dedication to creating the most flyer-friendly experience he can for our customers.”

????Remember those trading cards Flanagan hands out at the beginning of every flight? He also autographs two of them, and if there’s wine left over in first class at the end of the flight, two passengers with autographed cards get to take home a free bottle of wine.

????After the recent delayed flight landed, passengers received e-mails from United’s Proactive Recovery Operations Team, offering $50 off their next flight or extra bonus miles, as a gesture of appreciation.

????Being proactive about customer service is essential for any business to survive and thrive, people like Flanagan appear to make exceptional ambassadors for United.

????“I like to treat my customers as if they were my family flying with me,” Flanagan says. “I’ve got a blessed life with my wife and children. When I see people in wheelchairs, injured soldiers, and those who aren’t as healthy as I am on our planes, I’m grateful that I’m able to do what I’ve always wanted to do, which is fly airplanes.”

????Flying with Flanagan is an experience customers long remember. After all, who could forget flying with Santa’s helper?