A Long Trip Home

Last week I was traveling home from a conference and I left my phone in the Uber car on my way to the Nashville airport. I realized it was missing when I was in the TSA line, and unfortunately my driver’s license, credit cards, debit card, and several business cards from contacts I made at the conference were in the phone case too. Worst case scenario, right?

I remembered that my daughter could track my phone and I called her. She could see the phone moving around the city so we were fairly certain it was still in the Uber car. My friend and I stepped out of the TSA line to gather our thoughts.
That’s when a friendly Southwest ticket agent asked if she could help with anything, and we told her the story. She asked for my last name and then walked off to the ticket counter. She came back with paper copies of my boarding passes, let me know what I would need to do to get through TSA without my id, and reassured me that this happens frequently. She had also written down a later flight option just in case.

After about 30 minutes and multiple attempts to contact the driver through the Uber app and what I am fairly certain was a chatbot, I was informed that the driver did not have the phone. At this point Uber said my only option was to contact law enforcement so I decided to cancel my credit and debit cards to be safe. After multiple, frustrating interactions with Uber, credit card companies, and banks, it was too late to make our original flight. The friendly ticket agent, who we were on a first name basis with by now, moved my friend and I to the later flight just in time to board.

Technology is changing the world but is it taking care of your clients and employees?

But the story doesn’t end there. I still had to get through the TSA process. When I approached the security checkpoint the TSA agent listened to my story and stood up. She practically reached across the rope to hug me, said how sorry she was, then reassured me that I wasn’t the only one who showed up without an id. She contacted her supervisor and they did everything they could to move me through the extended security process in time to board the later flight.

My friend and I landed at about 1 a.m. and got home safely. It was a stressful time that lasted for a few more days as I worked with the police to try to recover my phone which I could still see traveling around Nashville, and with Apple and AT&T to get a new phone. (It’s harder than you might think if you don’t have the old phone!)

Technology Doesn’t Replace a Person

As I think about the event, what really stands out is the people. The ones who helped me during a challenging time. They were actual people who were empathetic to my situation, not chatbots and recordings. I could look them in the eye and interact on a human level, and they worked hard to get me where I needed to be.

As technology continues to automate tasks and replace workers, I am concerned about what we are losing. Sometimes we need the reassurance that comes from a person, someone who understands the process and has the authority to do what it takes to get to the best outcome for all involved. The Southwest ticket agent and the TSA representatives did that for me. They knew their processes and offered grace, empathy, and encouragement. I was frazzled and frustrated throughout the ordeal but I felt cared for by these exceptional employees.

Empathy Creates a Personal Touch

Employees need this same level of care. They need leaders who are empathetic to what they are going through. They need someone who cares about them and doesn’t treat them like part of a process to be managed.

Take a Quick Assessment

• What tells your employees and customers you care?
• What signs of empathy do you demonstrate to your employees and customers?
• How do you know what your employees and customers are experiencing?

Next Steps

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