Susan Janneck of TravelStore USA called me two days before my trip and in a calm soft voice gently announced that Air France was on strike and there was a chance that my flight might be cancelled. She then said that she would do what was necessary to get my husband and me on a flight to Paris. The next day Susan called to let me know our flight had been cancelled but she had secured two seats for us on an earlier flight. After a joyful exhale, I asked how she made that magic happen. She said she anticipated that if any cancellations were to take place on flights that were already completely booked, she should begin moving pieces early. She started at 5:00 a.m. and was able to get us not only on a flight together but with even better seats. She also recommended that we get to the airport early as it might be a zoo. Secondly, she told me exactly 24 hours before my departure to get my boarding pass and lock in my seat. When we arrived at the airport, there were many travelers panicking not being told beforehand there was a strike and chances were they may not be traveling.
This ode is to Susan Janneck who provides ultimate service to her clients. Her confidence and clear headed approach set the foundation for an amazing trip.
I am writing about Susan, not to market her service, but to highlight three skills that she demonstrated. Try them the next time you are confronted with a problem.
(1). Mindset of service. When you make one other person content, imagine how many others benefit. The attitude of taking extra steps if necessary so that you can be of service to your customer/client is key. Susan was committed to making certain there were no hitches to our long awaited vacation.
(2) Find a way to make it happen. Susan did not just say “Okay Cynthia there is a strike. The time you are traveling is a very busy time and it will be difficult to find anything that day. Let’s see what happens.” Instead Susan went into what pieces had to be moved and she made it happened.
(3) Maintain a calm disposition during a crisis so that you can think clearly. Susan was calm throughout. Her calm manner soothed my fear so that I did not go into panic mode.
After making the best plans, there can be set backs, think about Susan Janneck and her mindset for service, her focus to find a way to make it happen, and her ability to stay calm.
By the way, I met several people on our cruise who did not have Susan and their travel to France was chaotic.
Thank you Susan.