July 18, 2007 | Posted in: Leading Hartfully
Just recently returning from a Professional Speakers Convention, where my Arizona speaker colleague who is blind, Larry Colbert was attending. He and his canine companion, Banner, are popular members of our local National Speakers Association chapter. I received this email and with tears in my keyboard just had to share this story of what happened to Larry on Friday the 13th. This is a testament that speaks to the heart of what customer service is all about. It’s not just about smile training, it’s the basic human compassion for another and to do the right thing in times of need, no matter what it takes, no matter if it’s in the training manual or not. That day, the folks at Southwest didn’t even know that Larry was one of their passengers, as there are lots of airlines in that terminal at Sky Harbor in Phoenix. They rose to the occasion anyway.
Rest assured this story has already been forwarded to the head honchos at Southwest Airlines to commend them and their people on doing the right thing. They truly live up to their stock market codename: LUV.
Grab a tissue and read on, then pass this along to your colleagues and friends in the customer service field. Thanks to my friend and speaking colleague, Beth Terry for passing along this photo of Banner the Wonder Dog.
Here’s a brief description of the event as written by Sandy DeNeui (girlfriend extraordinaire…)
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Yesterday, Friday the 13th came with more than one miracle for Larry and his guide dog Banner. Larry and Banner were on their way to a speaking
engagement in Nevada. Larry took a cab from his house to Sky Harbor.
Somehow, and that looms as the huge unanswered question, Banner received a gash in his leg while riding in the back seat of the cab. Larry said that Banner yelped and jumped from the floor boards onto the seat shortly before they arrived at the airport. This was highly unusual because Banner is extremely well trained, but since Larry cannot see, he didn’t realize that Banner was injured, so he got his bag and holding Banner’s harness, proceeded into the airport.
Larry said that Banner just led him along as if nothing was wrong…. then a man (Phx airport security), stopped them and asked if he could help. I guess that is when the urgency of the situation came to light.
Later, Troy (South West Customer Service), the young man who saved Banner’s life, told me that Banner would most certainly have gotten Larry to the airplane and bled to death in the process if someone had not intervened. But the ground crew employees of South West Airlines took it upon themselves to change Banner’s fate.
Larry telephoned me and said… “I need your help, Banner is hurt.” I knew by the sound of his voice that this was a real emergency. I blasted out of the house and across town to the airport. On the way I telephoned the vet’s office to alert them that we would be coming in…. and carried an on going conversation with Larry and one of the South West Airline employees. When I finally arrived a police car with emergency lights on had cleared a place for me to park…. a walkway had been cleared through the throng of onlookers…. Banner was on the floor with Larry beside him, and eight or ten uniformed people some kneeling some crouching were gathered around Banner, who was in great distress.
Larry was splattered in blood from his waist down, there was blood everywhere and on everyone. Troy lifted Banner and carried him to the car. I
didn’t realize it at the time, but Troy’s hand was clenched around Banner’s leg to stop the flow of blood. Banner, Troy and Larry got in the back seat of my car and away we went. When we arrived at the vet’s three young women emerged with a stretcher and rolls of tape. They wrapped the leg right there, so that Troy could release his grip, but Troy who by then was like a family member, carried Banner inside, sans stretcher.
Banner underwent surgery almost immediately. He had sliced the major vein to his leg and nicked an artery, and those employees of South West Airlines who left their posts to render aid quite simply kept Banner alive until Dr. Bastek could work her magic. Troy told me many hours later that he was still in shock from the whole experience…. and that he felt a bond with Banner and Larry that he didn’t want to lose track of.
Larry took a later flight to Las Vegas for his speaking engagement. He said that the legend of Banner preceded him and that every South West employee he met along the way asked about Banner (who is recovering nicely).
All in all, it was a Friday the Thirteenth to remember… and a time to realize that there are everyday people out there just waiting to be heroes.
I saw dozens of heroes yesterday. I am attaching a photo of Banner that was taken just this evening at Larry’s house.
I had the honor of having Banner stay with me here in Mesa after being released from the hospital. Larry managed just fine with his “white stick”
on his engagement in Nevada. He said he missed the freedom that Banner allows him, and of course was worried about Banner too. The South West Airline employees sent Banner the flowers and balloon in the photo as a get well gift. I think he really liked it! What a weekend! Those employees were more than heroes….. they were angels in disguise.
“It takes action to achieve vision!” Larry C. Colbert, Speaker & Author Check out Larry’s new video at: <http://www.DrivingVision.com>
www.DrivingVision.com
Gaia Hart
As the CEO (Chief Energizing Officer) at Hartful Living including GaiaHart.com and BizBuilderCards.com; I’m a Messenger and Mentor for women entrepreneurs, connecting them to their capacity to energize their work and their lives in the art of living Hartfully. At BizBuilderCards.com, you can make a living through giving with greeting cards and gifts to build your network net worth as an additive to your current business or an easy way to send gratitude and kindness to the world.
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John Smith
October 31, 2007
Good comment. It brought light to an old idea I had.
Jackie Johnson
January 10, 2008
I just read this story. I have been searching for great customer service stories to inspire people where I work to go that extra degree for our customers. I have to tell you…I had major tears ion my eyes when reading this. I wish there was a way to find more stories of this kind. Wow Southwest Airlines has a lot to be proud of! Special kudos to Troy of Southwest Airlines. I wish Larry and Banner a lot of luck as well.