ShopTalk

By Jim Hinshaw

I recently had a flight to Philly and met an airline attendant that could change the face of flying. Now, I realize that some of you may wonder, what does a flight attendant have to do with my business in the plumbing industry. But I had an encounter with a flight attendant on a US Airways flight that was stunning and the lesson applies to all of us as well.

My son, Mike and I were flying out of Denver on a direct flight to Philadelphia with carry-on bags only. I travel all the time so I have a good idea of what will and will not fit in the overhead bins. My bag always fits unless it’s a small commuter jet. However, this was a brand new Airbus 321. And I mean so brand new it still had the new plane smell to it just like when you buy a brand new car. Mike and I sat in seats 12C and 12D, across from each other and right where we wanted to be with both having aisle seats. For clothing I was wearing my travel uniform and an Under Armor shirt to keep warm. As we walked in, and attendant named Jeff challenged me about my baggage. He said, rather loudly and firmly, “Hay, Under Armor, put that carry on down!”, as if in demand without request. I kindly protested and said, “I know it will fit, I’ve done this many times before”. Jeff asked, “What seat are you in?” And I responded, “12C.” He said, “I’ll put it up for you.” Now, it took me a minute to understand that comment since I would never have imagined that phrase coming out of the mouth of a flight attendant. So I said, “Great, that would be just great” and handed over my bag. He then asked me if I wanted my briefcase up there next to the carryon as well! I thought, wow, It just doesn’t get any better than that.

Jeff was a middle-aged guy, but looked to be in good shape. He turned to my son and said, “where ya sitting?” Mike told him, 12D, and once again Jeff said, “I’ll put those bags up for you.” So he was not simply doing a mercy bag lift for an old guy like me, he did it for everyone, young or old. In fact, as the rest of the passengers came down the aisle, he lifted each bag up. About 200 bags or so in all. I had a chance to chat with Jeff later on because it was a 4 hour flight, and found out some things. He lives in Phoenix, and enjoys working out but isn’t able to make it to the gym like he used to. So now he works out in a way by lifting bags on each flight instead. That equates to lifting about 30 pounds approximately 200 times each flight and about 3 flights per day. That could be as much as lifting 18,000 lbs. per day. Now I am aware that lifting bags on a plane is not the same as a 150 lb barbell, but it’s still quite an exercise.

I told Jeff that if word got out, he would ruin it for flight attendants all over the world. He laughed and said not much chance because no one knows him. I told him I would do all I could to change that because he made such a positive impression on Mike and I.

So you may think this is a one in a thousand flight experiences and will never happen again, right? Mike and I flew back on United and had another encounter that was just as amazing. We got on and sat in the back of the plane this time in row 22. When the food cart came by during the flight, Mike ordered an item and I said, “I’ll pick it up.” The flight attendant responded, “Nope. It’s on me!” Another WOW moment in an already marvelous trip. And It gets even better. About 2.5 hours into our 4 hour flight, Mike and I went to the rear of the plane to use the facilities. A couple of passengers and the two flight attendants were standing there chowing down on more of the food, etc. Now when Mike and I travel, we always like to chat with the attendants to find out where they’re from and when they’re going home etc. A woman in an exercise suit asked what we wanted to eat or drink. We thought she was a flight attendant off duty or something and perhaps heading back home. Not so as she was just another passenger. The flight attendants asked us what we wanted. We replied with what we wanted and I went to pull my credit card out when they both said, “It’s on us! No charge!” Those are generous and inspirational words to hear when you are on the road. We stood back there and talked with them for about an hour. It really was a memorable trip for us. After a while, a 2 year old boy came running back being chased by his dad. We ended up playing with the boy for 10 minutes while his dad had a chocolate bar. And you guessed it, he got one for free!

Is there an application for our industry? I believe so. Let every employee know that they are in charge of customer relations for your company. They’re basically your ambassadors in a way. Anyone who has any interaction with customers are part of the sales team and contribute to the perception of the company. IT takes just one person to make someone feel good or bad about a company. After getting home, my wife asked how the trip went? I told her it was unbelievable. She asked me to clarify since unbelievable can go either way. I said it was unbelievably good. Both US Airways and United are high on my list of companies I want to do business with simply because of the actions of a few employees.

So while it may be just another install to the installation, they must make it special for every customer And I want to be clear about something. I’m not saying you have to give away your products and services, but you do have to connect with the customer and connection with them emotionally and positively. That is how business is done today. As an example, I had a horrible flight out of New York a few years ago on a small commuter jet heading back home. Except we never made it home. We ended up with a mechanical problem and landed in Philly I think. However, they would not let us off the plane as we sat there for 3 hours. Then when they did let us off, we had to go into the boarding area only and could not leave because we were going right back out. It was a horrible experience. We got back on the plane where it took 6 long hours to go the rest of the way as we at on the runway for another 2 hours. Guess which airline? The same one we flew last month. So I had made a mental decision not to fly them ever again. I can count on one hand the number of trips I have taken with them in the last 5 years actually. However, this one employee, Jeff, changed my mind completely. He made me realize that one person can make a difference both good and bad.

You see, it’s not about giving away your products and services, it’s always the extras that are so unexpected that people remember. Everyone “expects” good service from everyone today. It’s the small things, even a free soda or candy bar. The airlines weren’t in the business of selling food or free baggage lifts but in air travel sales. But it was the generosity in the baggage lifts and small food items that made the difference. Is it not worth it to give a way a soda or candy bar sometimes when passengers are spending a few hundred dollars for a flight sometimes? The cost is peanuts compared to the reward of more passengers. This same principal applies to contractors and your business as well.

One employee can connect with the consumer, and they will feel good about your company because of what that one person does. So let your employees know how valuable they are in the process of keeping customers. Because they are.

Thanks, for listening, we’ll talk later.

Distinguished by an elegantly simple style that captures the flowing beauty of nature, the new Fluent bathroom faucet collection from American Standard offers technologically-advanced function with water-saving performance and easy installation features. New from American Standard, Fluent lavatory faucets feature an angled handle design for a more comfortable grip and the option of adding discreet hot and cold color indicators on the handles.

The faucets in this new line showcase a fluid transitional design inspired by the effortless movement of water. With minimalistic styling that adds natural style to the bathroom, Fluent faucets smoothly complement a variety of bath decors. Included in the Fluent bathroom collection are single handle, 4-inch centerset and 8-inch widespread lavatory faucets, as well as a deck-mount tub filler with optional hand shower, and a bath/shower set.

Fluent lavatory faucets offer an angled handle design that creates a comfortable, ergonomic grip and are ADA-compliant. For added convenience, hot and cold handle indicators are available as an alternative on these lavatory faucets.

The Fluent single handle bathroom sink faucet has generous rotation that allows users to achieve the exact water temperature preferred. To help prevent scalding, this faucet also features an adjustable hot limit safety stop to regulate the amount of hot water that mixes with cold to flow through the faucet. The new WaterSense-certified single handle Fluent lavatory faucet from American Standard ― delivering a flow rate of only 1.5 gallons per minute ― uses simple design lines to bring elegance to the bath.

This bath faucet collection includes an oversized showerhead with a 7-inch face plate that delivers a more satisfying, drenching spray for a relaxing shower experience. Plus, a new longer, stylized tub spout offers better reach and more functionality in the bathtub.

Easy Installation

To provide simplified installation, all Fluent lavatory faucets feature the exclusive Speed Connect drain – the pre-assembled drain that installs effortlessly and never needs adjusting. The drain seals tightly so water stays in the sink, and the lift rod comes set to the correct height and never comes loose. In addition, the widespread faucet models offer the new Speed Connect handle installation system, which allows the handle assembly to be easily dropped in from the top. The bath and shower trim kit in the new Fluent lavatory faucet line from American Standard includes an oversized showerhead for a more luxurious spray and a longer tub spout for convenient functionality when bathing.

Fluent shower faucets are also easy to install with their compatibility to the brand’s exclusive TRIMendous universal valve technology. This unique internal design makes it uncomplicated to upgrade any existing American Standard bath/shower in-wall valve, eliminating the need to rip out tile.

View installation video.

Water Saving Performance

Like all American Standard bathroom faucets, the Fluent lavatory models deliver water savings without sacrificing performance. They provide a 1.5 gallons per minute (gpm) flow rate and incorporate pressure-compensating aerators. The bath faucets provide 32 percent water savings over standard models and meet stringent WaterSense-certification criteria from the U.S. Environmental Protection Agency (EPA). The Fluent bath/shower trim set is also available in a water-saving model that uses 20 percent less water than conventional showerheads, and is WaterSense-certified.

The Fluent lavatory faucet collection is available in three attractive, long-lasting finishes: polished chrome, oil rubbed bronze and satin nickel. To effortlessly create a stylish and well-matched bath, Fluent faucets coordinate well with American Standard Casual (C) series bathroom accessories. The transitional design lines of the Casual (C) collection of bathroom accessories ― available in polished chrome, satin nickel and oil-rubbed bronze finishes ― are the ideal complement to the new American Standard Fluent lavatory faucet collection.

Fluent lavatory faucets are equipped with washerless ceramic disc valves for a lifetime of water-saving, drip free performance. They are ‘lead free’ as defined under applicable federal and state laws.

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Art enters the bathroom today as North American bathroom fixture manufacturer Aquabrass launches its line of Kanvas™ hand-painted freestanding bathtubs. A limited series, signed by the artist,

Kanvas™ offers three unique paintings, appealing to a broad range of tastes. Kanvas™ gives customers an opportunity to express their creativity,” says Tony Masecchia, Aquabrass CEO. “Artful, playful, beautiful –Kanvas™ is an esthetic way to add a distinctive touch to any bathroom.” These stone resin tubs offer a choice of three hand-painted exteriors: bright and bold Graffiti, with its youthful, urban edge; nature-inspired Pax, for a soothing Zen-like experience; and architectural Mosaik, for a classic yet modern look. All Kanvas™ tubs are signed by the artist. Kanvas™ bathtubs measure 58½ inches by 26½ inches by 21½ inches. Prices range from $7995 for the Pax model to $8995 for Graffiti and Mosaik. About Aquabrass Founded in 1986, Aquabrass is a North American manufacturer of bathroom fixtures. Headquartered in Montreal, the company also has offices in Toronto, Vancouver and Phoenix, as well as a new specification office located in the heart of Soho,New York City. Beyond North American markets, Aquabrass products are sold internationally. Aquabrass manufactures quality bathroom and kitchen solutions, including a wide range of bathroom and kitchen faucet collections, full-body shower systems with steam, chromatherapy and aromatherapy, freestanding bathtubs, sinks, vanities, washbasins and accessories. It is an amazing source of inspirational and made-to-measure products, all of which feature high performance materials, superb functionality and sleek styling that pleases the senses. Most Aquabrass products are designed for quick and easy installation in new or existing bathrooms of virtually any size or style. The company’s plating facility offers 22 special finishes.

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