Monthly operational bulletin, Vol. 17, Issue 6, June 1987

              Monthly Operational Bulletin
Dear Fellow Employees:
To:	All Pan Am Flight Attendants
From: In-Flight Service Headquarters - MIA
VOLUME XVII, Issue 6
June 1987 CORPORATE LIBRARY
JUN 3 0 1987
PAN AMERICAN WORLD AIRWAYS
Some of you may have had the opportunity to hear Don Parker, our Senior Vice President, Passenger Services, talk about the elements of Simply Superior Service. One of the points he makes is that it is not enough just to follow procedures; we have to go beyond the routine elements of our job. He uses the example of a flight that is short meals. Normally, the Passenger Service Agent would instruct the caterer to uplift and too often would run into a time problem. If we are to provide a superior service, someone must find some way to overcome the limitations and somehow get some kind of food boarded so that all of our passengers have something to eat.
A few weeks ago, Flight Service personnel (Supervisors, Purser, Flight Attendants) showed Mr. Parker that we had taken his point to heart. He was shorted a meal on a flight and served a superior hot dog with the Purser’s explanation that she had to run down the concourse to get it for him. Mr. Parker enjoyed the “prank,” the people who set it up enjoyed it, and the revenue passenger seated next to Mr. Parker was impressed with the attitude of Pan Am employees.
The prank brought home a point to me. We can do more and work harder but unless we enjoy what we’re doing, we lose an opportunity. I enjoy my job even when facing the frustration of not being able to get things done for all of us as quickly or efficiently as I want. I know Mr. Parker enjoys his job and suffers even greater frustrations. Both of us know that you suffer frustrations in the inability to provide the service you want to provide. When we set aside the frustrations and take advantage of an opportunity to enjoy doing the job, there is satisfaction for each of us, for our co-workers and, most importantly, for our passengers.
The complimentary letters I get almost on a daily basis from our passengers on the performance of our Flight Attendants reinforce my opinion. The letters often begin with a litany of frustrations and end with “but when I got on the airplane and met Flight Attendant..., he/she made me feel important and did everything possible to make my trip a pleasant one.”
I am asking each of you to focus on the job that you can do and to take the opportunity to enjoy doing it. This summer we can improve the perception of Pan Am service and share the enjoyment with our passengers.
J. Robert Juliano