Category Archives: Service Leadership

How Azara took the stage on Virgin flight VA619

How Azara took the stage on Virgin flight VA619

It was flight VA619 Brisbane to Mackay last night at 7pm. It all starts in the usual way… you line up to get on board and wonder how it can take everybody so long to stow there luggage and sit their backside down… everybody is a bit tired from a big day and they just want to get home…
And then one person understands the power in her hands in that moment to make a difference… I was reminded of the ‘Virgin’ feeling that happened when they fist arrived in Australia. AS the safety message began ‘Azara’ the flight attendant with the microphone remembered this was not just a job…. this was her SHOW!
She introduced each team member and shared some interesting and funny fact about each one… this immediately causing all of the team members to smile and of course we were smiling right back at them and they had our attention… Azara then shared with us all that she was the wonderful one… a sense of humour that had us all chuckling…
That set the scene for a comfortable and friendly flight and had the passengers engaging with each other…
As we landed Azara continued with her same unique style, adding personality and humour into the ‘Welcome to Mackay message’… yes we have enjoyed having your children on board but we beg you to take them with you… nobody has beat the plane to the terminal from here, so best to remain seated… if you have enjoyed the flight then this is Virgin flight VA619, and our names are… and if you haven’t then it is a Qantas flight going to know where and our names are Huey, Duey and Louey… (a bit cheeky), and so it continued until when she finished she was given a round of applause and I threw in a few yeeha’s…
That, my friends, is everything I teach in my service shows… adding personality to the policy and procedures, that is taking the stage you have got and daring to add sparkle to your performance so that you stand out from the crowd… and everybody is a winner… Azara was having a great time and not becoming habitual and routine with the way she moves through the world… the team loved the attention and lift there performance… the passengers will be talking about the experience like I am now… and you can bet if there is an opportunity for promotion or bigger and better things the Universe is looking for the Azara’s of the world!
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