I'm actually a pretty big fan of United Airlines. I find the service to be solid, reliable, and convenient.
One of my habits, perhaps not surprisingly, is talking to flight attendants. They are a wealth of information.
On my recent flight to Seattle, I met Leah and I was THRILLED to see that she had an apron with her name on it. Immediately, I thought..."Hey, United is really trying to live the values of 'Friendly' and taking it to the next level."
I asked her about it. Her response surprised me.
She had a name badge that was a pin, but it kept breaking, so she went out and WITH HER OWN MONEY, spent $40 to have her name embroidered on her apron. And she wasn't reimbursed.
In my mind, if you have a passionate employee who takes pride in her job and takes the initiative to create an even better customer experience, that's something you want to encourage and reward.
Here's to hoping that Leah (employee ID: N7699) gets the recognition she deserves.