Joanne lives in Minnesota, has a wonderful sense of humor, is energetic and loves working with people. She is perky and creative while freely giving kisses to complete strangers—including me. I know all of this after knowing her for less than two hours!

Got your attention?

And more importantly, how do I know so much about her in such a short time?

Because my wife, Renee, and I ‘met’ Joanne on our flight back from Florida to Iowa recently. She was the lone flight attendant on the Memphis to Des Moines leg of our trip on a packed ‘Northwest-Lite’ (my term—not theirs) plane.

Joanne had everyone laughing and paying attention as she ‘taught’ us how to use seat belts (while she was wearing gloves) and kidding the folks from Tennessee that they weren’t as tough about cold weather as us northerners. She smiled and promised all of us a kiss for being such good students…and promptly marched through the aisle handing out Candy Kisses to the approving passengers.

Throughout the relatively short flight she was handing out magazines and generally making sure that everyone was enjoying the trip. There was not the slightest hint that Joanne has most likely repeated this routine hundreds of times. She was different from many of the flight attendants we’ve become used to in recent years who seem a bit harried and in no particular mood to do anything above and beyond what is asked for in their respective job descriptions. To us it was both delightful and refreshing experience!

I believe that both her attitude and actions should be a model for all small-business owners. Go the extra mile. Do something special for your customers. Make yourself and your business memorable. Set yourself apart from others in your field. Be creative. Be a ‘Joanne from Minnesota’ and in the process making a remarkable difference to those whom you serve!

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