CSUK TV - Brought to You By SDI

Southwest Airlines goes off script

Posted 16-01-2012 in Videos we like

Employee empowerment in action on board a Southwest Airlines flight...

This is what one youtube viewer commented on the video:

"This in its own way is professional, not only is he engaging fuller attention from the passengers (as I never pay attention to the boring speech as a regular flyer, to this I would have!) ...Relaxing passengers and creating a positive flying experience is their job. This guy is awesome! Love the extra effort he put in!"

This person has picked up on the point that it is not just about the flight attendant amusing himself or even just entertaining the passengers, it's also about delivering an important message in a new way - getting passengers engaged by changing the approach and not sticking to the script.  Creating a positive flying experience from the off. And, it's about discretionary effort - he seems to be enjoying himself yes but he is definitely not doing the bare minimum and he clearly made the effort to compose a rap that made sense and did the job of the announcement properly.

Would a similar attitude or approach to repetative mandatory but important procedures work in Britain, or are we still too reserved / uptight? How would you react if you were a customer in that kind of situation?