OK, I just flew from Washington to Seattle in first class on an A320, and I had the best purser I’ve ever had. Period. Terrence, the Washington Dulles based purser, just couldn’t have done a better job. I’m not quite how to describe his service, but it was the little touches that made all the difference.
Where can I start? He literally smiled the whole flight. And this was nearly a six hour flight. Every time he spoke to a passenger he would just have the most contagious smile on his face that couldn’t help but make the passenger he was interacting with smile as well. His service was simply textbook perfect. Meal orders were taken by name, and the way he phrased everything was just so classy – “and Mr. Lucky, would you care to join us for lunch today?” At no point in the flight did he say “you want a refill” or “mhm” when I said thank you. Instead, he anticipated the needs of everyone, and asked everything in a very professional manner, such as “may I top that off for you” or “would you care for some more soda?”
When my seatmate asked for some red wine he brought by the bottle to show it to her. It’s a small touch, but it makes a big difference in perceived service level where there’s so little you can do to differentiate yourself. When I asked for water during the flight my request was met with a big smile and “of course, let me get that for you,” not “yeah, sure.”
Also, he basically made this a “dine on demand” flight. As each passenger finished their main course, he brought them out the dessert, instead of waiting for everyone to finish. He just couldn’t have been more professional.
Towards the end of the flight I couldn’t help but give him a “Going the Extra Mile” certificate and comment that his cheekbones must hurt. He laughed it off and said that he loves what he does. He said he did everything his parents wanted him to do, including going to graduate school, but this is what he loves. He said his goal in becoming a flight attendant was to see the world, and for 14 years he flew mostly internationally and accomplished that goal, and now he loves doing domestic flying. He said there’s nothing he’d rather do than be a flight attendant. I told him that it showed that he enjoyed his job and once again thanked him for doing such a phenomenal job, and he simply responded with “it was an absolute pleasure.”
So if you’re ever on one of Terrence’s flights, you’re in for a treat. I honestly felt like I was on Singapore Airlines.