Suzanne Schell, one of our Creative Business Advisors, had an extremely pleasant experience with Air Canada. Finding this hard to believe? READ ON!

When Suzanne arrived at the standby counter in the Halifax airport, the woman behind the counter showed signs of major stress due to the huge crowd of angry passengers surrounding her counter. At her turn, Suzanne remained cheerful when she asked politely if she could get on an earlier flight. She presented the attendant with all the relevant information and told her that she wasn't here to make a hassle, but would appreciate the attendant's best efforts. Immediately, the woman's face softened as she smiled at Suzi; she couldn't promise an earlier flight, but she would try her best.

Since all the flights were quite full, she expected to be at the airport until her original flight at 7:00pm, but Suzanne was astonished to hear her name over the loudspeaker. When she got to the counter, the attendant that Suzanne had spoken to earlier was smiling. She handed Suzanne a boarding pass for the earliest available flight and said "I have given you a good seat as you were the only person who was friendly to me this afternoon. You were a pleasure to deal with. Thank you." Then Suzanne saw that the woman had also upgraded her to Business Class!

Before her flight left, Suzanne bought a card at a nearby kiosk and wrote: "Sometimes someone does something to make your day perfect, and that is what you have done for me. Thank you."

Being happy and hassle free brought Suzanne not only an earlier flight, but also an upgraded one, and in the process made someone's awful day much brighter! Try this — it is a win/win situation that really gets results!!!