Appeal to AA (and attempts) to bring back the SOS / SomeOne Special program [merged]
Jan 25, 2005, 10:28 am
#46
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
My response to AA's killing off SOS program...
The "SOS" program, as some recall, was an AA program that sent a little booklet of coupons in blue and red on white paper that could be given to any AA employees in recognition of any outstanding service received or observed. The coupons were both a source of instant positive feedback and something the employee could use - it, as I understand it, gained recognition form management AND was good for various items at the company store as well as travel-related benefits as well.
In their infinite lack of wisdom, rather than modify the program so it would cost less, the beancounters most in need of a rectocapitectomy (ask CharlesMD...
) killed off the entire program, at a time when morale was plummeting due to everything from the loss of colleagues from 9-11 to cutbacks, givebacks, furloughs, you name it... But I still think it's important to give people positive feedback, at least as important as acknowledging whne things go worng and requesting remedial action.
I did this once when I was killing time at an AC, and decided to do it later - I carry a few of these with me when I fly. They're not "real," but they do cause some pleasant surprises and get some nice smiles... and they kind of look like this (three to a letter-size sheet of paper, cut, SOS graphic bolder, some balloon and streamer graphics (which the SOS coupons had, as I recall.) etc.
Date:____
. . . . . . . . . . . . . . . I'm sorry there's no SOS program anymore!
but today, you are SomeOne Special because you:
__________________________________________________ ___________________
__________________________________________________ ___________________
__________________________________________________ ___________________
Thanks for making my day a nicer one! . . . . . . . . . . JDiver AAadvantage # AAA1234 EXP
FewMiles and I discussed how we could do something like this a while ago, but understandably, he seems to also have a life, so the website gets updated in bits and pieces as he finds time. OK, AA, since you don't seem to have a mechanism for us anymore, is it time for a passenger revolt to recognize great service and encourage more of it? I think so! At least as much as we acknowledge occasional revolting service here, I'd hope.
In their infinite lack of wisdom, rather than modify the program so it would cost less, the beancounters most in need of a rectocapitectomy (ask CharlesMD...
) killed off the entire program, at a time when morale was plummeting due to everything from the loss of colleagues from 9-11 to cutbacks, givebacks, furloughs, you name it... But I still think it's important to give people positive feedback, at least as important as acknowledging whne things go worng and requesting remedial action.I did this once when I was killing time at an AC, and decided to do it later - I carry a few of these with me when I fly. They're not "real," but they do cause some pleasant surprises and get some nice smiles... and they kind of look like this (three to a letter-size sheet of paper, cut, SOS graphic bolder, some balloon and streamer graphics (which the SOS coupons had, as I recall.) etc.
Date:____
. . . . . . . . . . . . . . . I'm sorry there's no SOS program anymore!
but today, you are SomeOne Special because you:
__________________________________________________ ___________________
__________________________________________________ ___________________
__________________________________________________ ___________________
Thanks for making my day a nicer one! . . . . . . . . . . JDiver AAadvantage # AAA1234 EXP
FewMiles and I discussed how we could do something like this a while ago, but understandably, he seems to also have a life, so the website gets updated in bits and pieces as he finds time. OK, AA, since you don't seem to have a mechanism for us anymore, is it time for a passenger revolt to recognize great service and encourage more of it? I think so! At least as much as we acknowledge occasional revolting service here, I'd hope.
Last edited by JDiver; Apr 24, 2005 at 12:35 pm Reason: speling erurs
Jan 25, 2005, 10:48 am
#47
Join Date: Jul 2004
Programs: AA lt gold, HH Diamond, marriott pl
Posts: 329
Absolutely LOVE this idea, and will copy your form and use it. Moral is at an all time low for these folks, with no end in site...
Sometimes I bring the 1/2 dozen boxes of Krispy Kremes to them as well, just to let them know that passengers do indeed appreciate them.
Sometimes I bring the 1/2 dozen boxes of Krispy Kremes to them as well, just to let them know that passengers do indeed appreciate them.
Jan 25, 2005, 10:55 am
#48
FlyerTalk Evangelist
Join Date: Aug 2003
Location: MSY (finally); previously NYC, BOS, AUH
Programs: AA EXP, 6MM; BA GLD
Posts: 17,249
I, too, miss the SOS program and think that this, and any other form of recognition, is a great idea. I also like Krysia's gesture (I did something similar on a recent flight; I stopped at a bakery/deli to buy a sandwich to eat on the plane, and bought a box of pastries for the flight attendants), which is similar to what Spiff advocates in another thread on this board about tipping (Spiff hands out small boxes of chocolate). I think it is important, however, in addition to these small gifts, to try to get the names of people who we believe went above-and-beyond, and be religious about emailing customer relations through aa.com with the information. This is the best way for the employee to receive recognition within the company.
Jan 25, 2005, 10:59 am
#49
Join Date: Sep 2003
Location: Minneapolis, MN
Programs: My opinions are not those of AA or any affiliates of AMR Corp.
Posts: 2,096
Jdiver
Thank you. This was one program that AA should have kept going. Like you said, it still gets a smile when you deliver it to someone who earned it.
Last summer I was on a flight and a business traveler came to me and actually handed me two SOS cards (the real ones) and said that I did an outstanding job. It seemed to me that everything that could go wrong for a pax in one day, it all happened to him. Somehow, I was able to get him to forget everything that happened because of my attitude and service. He stepped aside while deplaning and thanked me for making his day.
If there is a way that you guys can get this going again, even from Flyer Talk, that just some sort of instant recognition could boost the morale of your Flight Attendants. I'm sure in no time, you will see a change.
Thank you, and I look forward to hearing more about this.
<added later>
As nice as a letter to management is about your experience is on a flight, often times the flight crews don't/won't see those letters. All crew members receive a copy of the flight, even if it's specific pertaining to one crew member. It may even take months/years for a nice letter to get to the employee. So the instant recognition is a great idea.
However, I will say that if you write about your bad experience on a flight, no matter who you are writing about, all crew members receive the letter, almost immediately (within the month)
Last summer I was on a flight and a business traveler came to me and actually handed me two SOS cards (the real ones) and said that I did an outstanding job. It seemed to me that everything that could go wrong for a pax in one day, it all happened to him. Somehow, I was able to get him to forget everything that happened because of my attitude and service. He stepped aside while deplaning and thanked me for making his day.
If there is a way that you guys can get this going again, even from Flyer Talk, that just some sort of instant recognition could boost the morale of your Flight Attendants. I'm sure in no time, you will see a change.
Thank you, and I look forward to hearing more about this.
<added later>
As nice as a letter to management is about your experience is on a flight, often times the flight crews don't/won't see those letters. All crew members receive a copy of the flight, even if it's specific pertaining to one crew member. It may even take months/years for a nice letter to get to the employee. So the instant recognition is a great idea.
However, I will say that if you write about your bad experience on a flight, no matter who you are writing about, all crew members receive the letter, almost immediately (within the month)
Last edited by sluggoaafa; Jan 25, 2005 at 11:04 am
Jan 25, 2005, 11:11 am
#50
Join Date: Oct 2000
Location: FLL, over-inflated EGO due to EXP status
Posts: 4,519
I really like it too, JDiver. I'm going to print up some of my own (have some old ones to use as template) and put them in my briefcase to hand out....had several instances where it would have been appropriate and a good laugh with the crew had I had some.
Jan 25, 2005, 11:14 am
#51
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Well, I am graphically challenged 
and the limitations of my knowledge of FT's flexibility for posting makes it even more obvious. But if there are any graphics gurus out there who want to embellish, print in color, etc. go for it!
If anyone additionally wants to put something like than on a public access website, even more kudos, we can use that... I'm sure the FT community can figure out how we can increase the usefulness and value of soemthing like this. And Blumie is absolutely right - keep that e- / snail mail going to AA as well.
But with this, make it yours and give 'em out as you see fit. I think every form of feedback is valuable, but it is so much easier to give out negative feedback, particularly nonverbal, that we forget... I often ask managers I am working with 1) Do you walk around to keep yourself aware of what employees are doing? 2) Do you ever catch someone doing something wrong, and give them feedback? and 3) Do you ever walk around trying to catch people doing things right? Lots of enthused "yes!" to 1 and 2, #3 sometimes gets some serious pauses and whirling eyes...
Tomorrow I'm off on a trip (what, me, miles?) and will try to catch some folks doing things right (and ingest some "moules et frites" accompanied by a nice Leffe Blonde or Brugse Tripel.) And though I have used chocolates as "wee gifties" with AC staff, I like the idea of something small and sweet as well - our space-man ex-governor of CA used a work I thought pretty awful (he used it as in "tangibilitize your commitment" meaning $$$,) but I like it in this instance: we can "tangibilitize" our appreciation to folks who do a good job!
and the limitations of my knowledge of FT's flexibility for posting makes it even more obvious. But if there are any graphics gurus out there who want to embellish, print in color, etc. go for it!If anyone additionally wants to put something like than on a public access website, even more kudos, we can use that... I'm sure the FT community can figure out how we can increase the usefulness and value of soemthing like this. And Blumie is absolutely right - keep that e- / snail mail going to AA as well.
But with this, make it yours and give 'em out as you see fit. I think every form of feedback is valuable, but it is so much easier to give out negative feedback, particularly nonverbal, that we forget... I often ask managers I am working with 1) Do you walk around to keep yourself aware of what employees are doing? 2) Do you ever catch someone doing something wrong, and give them feedback? and 3) Do you ever walk around trying to catch people doing things right? Lots of enthused "yes!" to 1 and 2, #3 sometimes gets some serious pauses and whirling eyes...
Tomorrow I'm off on a trip (what, me, miles?) and will try to catch some folks doing things right (and ingest some "moules et frites" accompanied by a nice Leffe Blonde or Brugse Tripel.) And though I have used chocolates as "wee gifties" with AC staff, I like the idea of something small and sweet as well - our space-man ex-governor of CA used a work I thought pretty awful (he used it as in "tangibilitize your commitment" meaning $$$,) but I like it in this instance: we can "tangibilitize" our appreciation to folks who do a good job!
Last edited by JDiver; Jan 25, 2005 at 11:22 am
Jan 25, 2005, 11:37 am
#52
Join Date: Apr 2004
Location: Homeless Nomad Wandering the Globe
Programs: Former AA EXP/2M Lifetime now Blackballed UA Premier Executive PWP Bronze
Posts: 5,938
if someone were to post a very "nice" master copy, it could easily be sent by each person to their respective Kinko's for pickup. i would spend $10+ for a pad of these, although I'm sure the cost would be closer to $5 or less.
what a great way to make someone's day. have a pad of these in with the laptop and hand out at appropriate times.
surely FA's wouldn't take this the wrong way? "thanks for nothing" attitude? at least not the quality of person that is deserving of recognition anyway, right?
sam
what a great way to make someone's day. have a pad of these in with the laptop and hand out at appropriate times.
surely FA's wouldn't take this the wrong way? "thanks for nothing" attitude? at least not the quality of person that is deserving of recognition anyway, right?
sam
Jan 25, 2005, 11:38 am
#53
Original Member, Ambassador: OneWorld Alliance
Join Date: May 1998
Location: Austin, TX, USA
Programs: AA ExecPlat & 3MM; Marriott Titanium
Posts: 1,015
Good idea. You might also want to take a look at An apeal to AA to bring back the S.O.S. program. flipside also created a FlyerTalk 2004 SOS which looks great.
Maybe we should combine the two format. I really like the "I'm sorry there's no SOS program anymore!" ^ .
Maybe we should combine the two format. I really like the "I'm sorry there's no SOS program anymore!" ^ .
Jan 25, 2005, 11:55 am
#54
Suspended
Join Date: Apr 2002
Programs: AA EXP, BA GLD, FT < 30 y
Posts: 2,106
I completely agree that the SOS was a wonderful program and too bad for AA to end it.
One AA FTer was giving out Godiva thank you chocolate cards which I think go for around $6.
Whenever I am in HNL I usually pick up 20-30 boxes of Macadamia nut chocolates for $2.50/each at Longs or the ABC stores and then take it back with me to give out to FAs throughout my travel year. They really like those, especially on domestic and international routes (the HNL FAs are like "Oh, Macadamia nuts").
Recently I have also been giving out these pens with lightbulbs in them to illuminate your writing-- they shine a light in the direction you are writing through the stylus so you can see what you are writing in the dark. I got them from a drug company but you can also get them at the container store for $6. The FAs love these as it helps them take meal orders in the dark, although they usually have to cover up the "Cialis" label with a tape or something.
If someone would like to create a .pdf for a FlyerTalk SOS then I can put it on my website for everyone to download. Or if you be patient I will make one on my laptop on my next trip.
For the AA FAs, I never realized that you get to see all the comments about a flight. I usually send in praise comments after every trip but was always wondering what happened to them.
I was going to start another thread on this one, but in December I received a non-operational J-->F upgrade flying ORD-LHR from a FA that I gave 8 SOS's to after a flight a while ago!
P.S. If you have time check out www.jibjab.com-- It is the funniest website I have ever seen!
P.P.S. Is it just me or is FT really slow today?
One AA FTer was giving out Godiva thank you chocolate cards which I think go for around $6.
Whenever I am in HNL I usually pick up 20-30 boxes of Macadamia nut chocolates for $2.50/each at Longs or the ABC stores and then take it back with me to give out to FAs throughout my travel year. They really like those, especially on domestic and international routes (the HNL FAs are like "Oh, Macadamia nuts").
Recently I have also been giving out these pens with lightbulbs in them to illuminate your writing-- they shine a light in the direction you are writing through the stylus so you can see what you are writing in the dark. I got them from a drug company but you can also get them at the container store for $6. The FAs love these as it helps them take meal orders in the dark, although they usually have to cover up the "Cialis" label with a tape or something.
If someone would like to create a .pdf for a FlyerTalk SOS then I can put it on my website for everyone to download. Or if you be patient I will make one on my laptop on my next trip.
For the AA FAs, I never realized that you get to see all the comments about a flight. I usually send in praise comments after every trip but was always wondering what happened to them.
I was going to start another thread on this one, but in December I received a non-operational J-->F upgrade flying ORD-LHR from a FA that I gave 8 SOS's to after a flight a while ago!
P.S. If you have time check out www.jibjab.com-- It is the funniest website I have ever seen!
P.P.S. Is it just me or is FT really slow today?
Last edited by CharlesMD; Jan 25, 2005 at 12:17 pm
Jan 25, 2005, 1:02 pm
#56
Join Date: Feb 2002
Location: MEL
Posts: 2,441
Originally Posted by CharlesMD
I was going to start another thread on this one, but in December I received a non-operational J-->F upgrade flying ORD-LHR from a FA that I gave 8 SOS's to after a flight a while ago!
Jan 25, 2005, 1:20 pm
#57
Join Date: Mar 2004
Location: OKC/DFW
Programs: AA EXP/2 MM
Posts: 9,999
^^ Thanks so much jdiver and dallasbill. The first of my newly minted SOSs should go to both of you.
Jan 25, 2005, 1:33 pm
#58
Join Date: Feb 2004
Location: LAX/OTP
Programs: TK C+, AA/AS nothing, BA nothing
Posts: 1,189
Originally Posted by DallasBill
If anyone wants a copy, I put one here. It's in Word, with a bit of color added. You can do more as you wish.
I will leave it there for 1 month.
I will leave it there for 1 month.
if you could email me your .doc, I will make it .pdf, since I have the full Acrobat...
Regards,
Chris
Jan 25, 2005, 2:28 pm
#59
Suspended
Join Date: Apr 2002
Programs: AA EXP, BA GLD, FT < 30 y
Posts: 2,106
Originally Posted by tt7
If I remember correctly, one of the 'issues' that was raised in an earlier thread when the SOS program was cancelled was whether AA was concerned that people used them as a 'bribe'. QED .....
Jan 25, 2005, 4:21 pm
#60
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
IMO, a spurious issue - I think AA merely cancelled it because of the money involved - a cost-cutting measure, though IMO a very short-sighted one. They could have removed some of the cost-items like store credit etc. and still have the coupons, and distribution could be done very easily as well - the Admirals Club!
Meantime, I'll thank DallasBill and see if the reason I can't access is due to bandwidth or ? and keep trying. Sagy, thanks for that - maybe the 2004 can be updated.
Meantime, it's nice to see the enthusiasm... and I hope I have cause to hand some out this long weekend trip. (I'll have to get some Belgo chockies to go along with them - I found some in a nice shop in Brugge that were DARK chocolate bars with a 1950's FA depicted on them, but they are already gone. I think Roose's Chocolate World in Bruuge has them - a bit touristy, but they have chocolate to over 85%!)
Meantime, I'll thank DallasBill and see if the reason I can't access is due to bandwidth or ? and keep trying. Sagy, thanks for that - maybe the 2004 can be updated.
Meantime, it's nice to see the enthusiasm... and I hope I have cause to hand some out this long weekend trip. (I'll have to get some Belgo chockies to go along with them - I found some in a nice shop in Brugge that were DARK chocolate bars with a 1950's FA depicted on them, but they are already gone. I think Roose's Chocolate World in Bruuge has them - a bit touristy, but they have chocolate to over 85%!)
Originally Posted by tt7
If I remember correctly, one of the 'issues' that was raised in an earlier thread when the SOS program was cancelled was whether AA was concerned that people used them as a 'bribe'. QED .....