The flight started descending into Jakarta. A female passenger named Heidi fastened her seat belt, stowed the tray table, and put all the newspapers — along with an envelope — into the seatback pocket.
The aircraft landed smoothly. As the last passenger was about to leave the plane, Heidi rushed back into the cabin towards her seat with a ground staff running behind her saying, "She left all her savings in the aircraft!"
"Do you remember where and when you last put your money?" asked a flight attendant.
"Here! It was here!" Heidi said hysterically and pointed at the empty seat before bursting into tears. Nobody said a word as they desperately searched through the cabin.
"Perhaps it was discarded as garbage."
Bags of garbage were then opened one after another.
An hour had passed. Heidi stopped looking and began to cry.
"I don't think the money can be found, but thank you all for your help. I know you have done your best.
As she turned around to leave the aircraft, flight attendant Mary spotted a bag of garbage that had not been examined.
After a few minutes of scrambling through the contents, Heidi burst into tears once again, but this time in joy!
This is based on a true story with a happy ending.
When service providers completely empathise with customers' feelings, for example searching for the missing money as if it was their own, their genuine effort straight from the heart does not go unnoticed.
Even if the effort may not always come to fruition, customers will appreciate your goodwill.
