Taos-pusong Serbisyo: tatak ng Lunsod ng Bacoor…salamat kay Nolasco S. Espiritu at Jessica S. Sarino

Taos-pusong Serbisyo : tatak ng Lunsod ng Bacoor

(…salamat kay Nolasco S. Espiritu at Jessica S. Sarino)

ni Apolinario Villalobos

Matagal ko nang narinig ang magagandang kuwento tungkol sa mga nagtatrabaho sa City Hall ng Bacoor. Sinasabi nilang iba ang pakiramdam kapag nasa loob ka na ng bulwagan dahil halos lahat ng mga kawani ay handang sumagot nang walang pagkayamot sa mga tanong. Mararamdaman daw talaga ang taos-pusong pag-asikaso ng mga empleyado sa lahat ng may nilalakad sa City Hall.

Akala ko ay hanggang kuwento lang ang maririnig ko, hanggang sa madanasan ko rin ang sinasabi nilang kakaibang serbisyo nang minsang may nilakad akong mga papeles. Dahil sa kalituhan, pumasok ako sa kuwarto ng mga kawani sa halip na magtanong sa naka-assign sa counter. Mali na ako doon dahil kailangan ko palang kumuha ng number sa Information Desk. Ganoon pa man, pagpasok ko sa kuwarto, ang una kong nakausap ay hindi nag-atubili sa pagbaba muna ng hawak na dokumentong binabasa upang abutin naman ang mga dokumentong hawak ko. Matiyaga niyang binasa ang iniabot ko at pagkatapos ay sumangguni rin sa isa pang kawani. Magkatulong silang nagpaliwanag sa akin tungkol sa hawak kong mga dokumento – sa napakamahinahong paraan, na aaminin kong noon ko pa lang naranasan.

Parehong halos umapaw sa mga nakasalansang dokumento ang mesa ng dalawang nakausap ko, na ibig sabihin ay “hanggang leeg” ang kanilang ginagawa. Sa kabila ng ganoong kalagayan, nangako pa rin sila na maaasikaso agad ang nilalakad ko. Ang pagkakamali ko ay humirit pa ako ng pakiusap na baka pwede akong maghintay. Lumabas tuloy na hindi ko sila inunawa sa kabila ng nakatambak nilang trabaho. Sa halip na mainis sa ginawa ko ay malumanay pa rin silang nakiusap na bumalik ako kinabukasan. Ni hindi nila binanggit ang sangkaterbang dokumentong unang naipila sa kanilang mesa.

Nagulat ako nang malaman kong ang una ko palang nakausap ay mismong hepe ng departamento ng Assessor’s Office, na si G. Nolasco S. Espiritu. Humanga ako sa kanya dahil hindi man lang niya ako ini-refer sa isa sa mga staff niya. Ang kinausap naman niyang nakaupo sa harap niya ay si Bb. Jessica S. Sarino, Assessment Clerk III. Pareho silang maaliwalas ang mukha sa kabila ng sangkaterbang dokumentong kailangang asikasuhin, kaya nawala ang lahat ng agam-agam ko na baka mahirapan ako sa pagkuha ng kailangan kong dokumento. Napatunayan ko ang kanilang katapatan sa binitiwang pangako dahil kinabukasan ay nakuha ko rin ang dokumento.

Malaking bagay para sa kliyente ng isang opisina, ma-gobyerno man o ma-pribado, ang malumanay na pag-asikaso sa kanyang pangangailangan. Naipapakita ito ng empleyado sa pamamagitan ng maaliwalas na mukha at pakikipag-usap na may halong pang-unawa. Hindi maiwasan ng mga kliyenteng magkaroon ng pag-alinlangan at agam-agam  sa maaaring mangyari sa nilalakad nilang dokumento. Kaya ang malinaw at malumanay na paliwanag na ginawa nina G. Espiritu at Bb. Sarino ay nakatulong ng malaki upang mawala ang aking pag-alinlangan at naramdamang kaba.

Sa isang banda naman,  hindi ko maiwasang bigyan ng pansin, na sa kabila ng masikip nilang kalagayan, maliksi pa rin sa pagkilos ang mga empleyado. Mabuti na lamang at magkakaroon na rin sila ng maluwag na opisina sa bagong City Hall ng lunsod na nasa Molino Boulevard, pagkalampas lang ng St. Dominic Hospital. Ito ang magiging pamana ni mayor Strike Revilla sa mga taga-Bacoor, sa pagtatapos ng kanyang panunungkulan.

Ang mga katulad nina G. Espiritu at Bb. Sarino ay dapat tularan ng mga nagtatrabaho sa gobyerno, lalo pa at sa panahon ngayon ay sunud-sunod ang mga pagbatikos na nangyayari sa kanila. Idagdag pa diyan ang hindi magandang imahe ng kasalukuyang administrasyon, kaya nadadamay ang ibang maganda naman ang ginagawa. Sa isang bagong lunsod tulad ng Bacoor na may makulay at madugong kasaysayan kaya nakakahatak ng mga turistang lokal at dayuhan, mahalaga ang isa o ilang tatak na magbibigay ng alaala. Sa ginawa nina G. Espiritu at Bb. Sarino, ang tumatak sa aking isip ay ang taos-puso nilang pagtupad ng kanilang tungkulin…na magiging tatak na rin ng lunsod ng Bacoor.

The Admirable Stewardess was an Educator…Ms. Ana Perpetua Ignacio of PAL

The Admirable Stewardess was an educator
…Ms. Ana Perpetua Ignacio of PAL
By Apolinario Villalobos

The crew that serves the passengers on board an airplane is generically called Flight Attendants, although, for gender distinction, she could be a stewardess or he could be a steward. The job of the flight attendant is no joke – demonstrating the use of different safety gear for passengers even while the plane has just made its unsteady ascent, as well as, enduring a sudden jolt due to an unexpected turbulence while serving coffee.

When I took the first flight PR1809 of PAL to Davao on June 17, one of the F/As was a look-alike of Alicia Alonzo, a 70’s Filipino actress who also had a stint as stewardess of Philippine Airlines. I first noticed her at the pre-departure area, because of her smile, although, the airline is supposed to require its F/As to always smile. But hers was different, as it forms naturally on her lips while she spoke.

Inflight, she was so professional in carrying out her duties – checking on the seat belts and putting to upright position reclining seats as necessary. I thought all the while that she was on the job for a long time, as she breezed through the routine checks with much ease, without a bit of self-consciousness. I was surprised to learn later that she had been flying for just three months! I was even more surprised that she was a former prep-school teacher. No wonder, she had a distinct almost flawless diction when she spoke either in Pilipino or English. Her story brought to my mind that of Princess Diana’s, who was also a prep-school teacher before she became a Princess of Great Britain.

When asked what prodded her to join PAL instead of other airlines that proliferate the industry, even the international ones which I was sure would be glad to hire her because of her alluring personality, she told me that she wanted to be part of the country’s flag carrier. It’s PAL for her, nothing else, she emphasized with a smile. Of course, she added that financial security was secondary and next was her love for travel. When she excused herself to do her other chores, I admired her tenacity in proving her worth as a deserving crew of the flag carrier – with her quick movements coupled with ginger sureness of her every step.

Philippine Airlines has a high standard when it comes to hiring its personnel, especially the flight crew – pilots and flight attendants. During trainings, emphasis is given on the aspect of customer service. But for the customer-contact jobs, such as ticketing, and passenger handling on board, much emphasis is on courtesy that should be enhanced with a sincere smile. High intelligence is of course, a must, as the employee is exposed to the different kinds of people with varied characters and mindset. Observing Ms. Ignacio made me conclude that PAL is back to its former high standards. As if by coincidence, Ms. Ignacio joined the airline just when the former Chairman, Lucio Tan, took over the airline from San Miguel Corporation. Both of them seem to be trying to show that the “new” PAL now boosts of fresh energetic and young crew, and is back to its former reliable service with the “Kapitan” at the helm.

I asked the permission of Ms. Ignacio to write something about my impression of the flight and their service with special mention of her name and the other crew, to which she gladly conceded, thinking perhaps that I would be doing a typical critique to improve their service. She gave me the names of the rest of the crew as: Chito Archie Sunga, Gerald Chester Perez, Myra Lorelie Villar, and Ana Francesca Arrida.

When we touched down at the international airport of Davao, as expected, it was smooth. Unfortunately, I failed to take note of the pilot’s name and his co-pilot when he introduced himself over the PA system while we were on our halfway inflight cruise toward our destination.

By the way, as added information, the delays in departure and arrival of PAL flights are due to the heavy traffic of almost simultaneous arrival and departure of aircrafts at the airport in Manila, especially, in the afternoon. They are not the fault of Philippine Airlines. The blame should be on the lone runway of the Ninoy Aquino International Airport (NAIA)…and perhaps, the government for not coming up with a solution about this problem until now.

The Social Security System of Bacoor City (Cavite, Philippines)

The Social Security System (SSS)

Of Bacoor City (Cavite, Philippines)

By Apolinario Villalobos

 

Nowadays, seldom can one find employees who are unassuming, they who dispense their job inconspicuously but with dispatch for the benefit of clients. It cannot be denied that some offices are still wanting in modern facilities so that their staff can function efficiently. Also, there is the stress due to long queues of clients to be attended that affect the nerves.

 

I have mentioned the Philippine Airlines (PAL) employees of Davao airport station in my earlier commentary on how they handled a stressful situation due to the overflow of passengers and which I have witnessed. They obviously employed temperance to the maximum, a rare feat despite the presence of disgruntled customers breathing down their shoulders.

 

In another situation, particularly the Social Security System (SSS) office in Bacoor City of Cavite province, south of Manila, I was again witness to a systematic handling of stressful situation despite cramped space and limited manpower. One commendable staff is a certain Ms. Rischelle G. Tabanan whose duty is to interview claimants of benefits and retiring members. I had the chance to be served by the unassuming lady staff who despite the long line of clients that she interviewed ahead of me as a prerequisite in the processing of documents, she was still all smile and did not miss any single reminder about the rules. She did not show any impatience while answering questions to clear apprehensions. In fairness to the other staff, though, I must admit that there could be like Ms. Tabanan in other service areas dispensing their duties efficiently.

 

The guards likewise showed diligence in handling queries while doing the “walk” around the service area. During the time that I was there, I observed that the two guards on duty did not take a lunch break, of if they did, I could have missed the quickness of how they took the break for a few bite of packed lunch. The service area was practically jampacked with clients that overflowed to the stairway. One of the guards did not get tire of vocalizing reminders for the benefit of those who failed to check the posted guidelines on the tarpaulin.

 

The SSS is just among the agencies that hit the limelight due to questionable appropriation of funds. The said accusation added a negative color to its already tarnished image.  But thanks to the branch offices that try their best in changing this general impression. The visit that I made to the agency when I filed some documents was my first and I was impressed by the agency’s branch in Bacoor City in making do with what they can to make the members comfortable. All personnel, even office trainees, report to the office on the dot, and their doors are opened for transactions as scheduled. In fact, their concern for members who come from far flung areas shows in how the guards distribute queue numbers as early as six in the morning to give the early arrivals time for a quickie coffee or breakfast. I have talked to some members who told me that they took the risk of commuting from their homes as early as 5AM to be at SSS at  6AM, thereby, missing even a gulp of coffee. Guidelines in big tarpaulins are hung in conspicuous areas and practically even the guards are well-trained and courteous.

 

While SSS has unassuming employees who work without any complaint despite heavy loads and stress, it should still take a second look at the manpower requirement and work area of its branches. If only for the comfort of the members who patiently stand in queue for a long time while waiting for their turn to be served, the agency should act with haste as membership is steadily bloating. The membership whose contributions grease the components of this particular social security machinery so that they can operate efficiently, deserve a better return from this social security investment, the premium for which is from hard-earned wages.

 

The following are suggestions intended for SSS in general:

 

1. The agency should embark on information blitz via the broadcast media (radio, tv, dailies) for the guidance of the about-to-retire members. Most often, these members come to know about the guidelines on the day they visit the agency on their 60^th birthday. In general, members are not informed that processing of documents can be done even a month before their 60^th birthday. The rest of information may be about the other benefits and services.
2. Relocate cramped branches to more spacious buildings without sacrificing the location for the benefit of commuting members.
3. Provide toilet facilities outside the offices for members who come hours before the opening of office doors. As a rule the toilet facility inside the service areas cannot be used by members while the offices are still closed. However, if this is not possible, the guards should at least be given instruction to allow the use of public toilet inside the office. Also, the janitor should see to it that the toilets are clean all the time.
4. Most importantly, the agency should exert effort in advising the members about options on how they can maximize their expected pensions. Oftentimes, the members who resigned from jobs but have reached the “maximum contribution” to qualify them for the monthly pension, are told that their total contribution is sufficient, hence, they need not continue paying for the monthly premium. The concerned members are not told that the “sufficiency” of the contribution covers only the “minimum” pension. Had they been “encouraged” to go on paying the premium even as voluntary members until they reach the mandatory age of 60, they could have been assured of a higher amount of monthly pension.

 

There is no perfect service, as not everyone can be fully satisfied. This is what is meant by the adage, “you cannot please everybody”. However, unassuming human components of the agency should be commended in their effort to make the members satisfied despite limitations. The agency should therefore be sensitive enough to identify these people within their organization for their inspiring effort, so that credit or recognition can be given where it is due.  

The Extra Mile

The Extra Mile

By Apolinario Villalobos

 

The extra mile I am referring to is about the effort that we exert to help other people without expecting any return. While some companies make such effort an integral part of their service to gain promo mileage, there are people who just do the act as if it is a part of their system. And, it is nice to know that despite the prevailing modernity in our environment today, this kindly act is still very much noticeable.

 

Volunteerism is a simpler word that can easily define the effort. For those who are fond of browsing the electronic web to while their time away, a prominent group of volunteers composed of medical practioners, can easily catch the attention, and whose advocacy is to serve the persons with disability (PWD’s). It is the group of Dr. Josephine Bundoc of UERMMMCI and UP-PGH which has been instrumental in providing artificial limbs to PWD’s  who live in as far as the southern island of Mindanao.

 

Unsung heroes of calamities deserve profound appreciation for joining the throng of volunteers from all walks of life who show up at relief operation centers to repack donated goods or find their place in a line of donation handlers at evacuation sites. They are one in saying that they have no money to spare but they have the hands to serve.

 

These “angels” just pop up at a moment and just anywhere when help is much needed. One Wednesday morning, while waiting for a ride to Cavite, I saw a woman who panicked when a bulging plastic bag that she was carrying just gave up and let go of her groceries.  As I doubled my steps toward her, a boy in a tattered shirt appeared from nowhere and helped her gather the groceries. When I finally reached her, the boy told us to wait while he would get another bag for the groceries. In a few minutes he was back with a bag as promised and after all the groceries found their way into the bag, the boy bid us goodbye, leaving the woman and I unprepared for we were not given the chance to say thanks or hand him a few coins for his snacks as an expression of gratitude.

 

The country’s flag carrier, Philippine Airlines had the so-called Total Passenger Care Program during the ‘80s that further illuminated its image. Practically, all employees were encouraged  to make an extra step for the comfort of customers, from mere inquiry by phone or at any office to their arrival at destination. Answering the phone the proper way and speaking in unhurried manner is already an extra mile to make callers comfortable and at ease, thereby, encouraging them to ask more questions. A sincere smile of the counter personnel attending to the needs of customers at the ticketing office, makes the latter happy to be served by the company.

 

In Davao airport, I had the chance to witness how all staff of Philippine Airlines, manning the check- in counter and the load control office where the supervisor was also based, managed to handle a critical situation due to unexpected overflow of passengers. The situation was made worse by those who came all the way from General Santos airport where they got bumped off. All personnel act in synch with each other without even a faint trace of snootiness despite the pressure. Instead, every now and then, they would apologize for the inconvenience, although, their best effort to accommodate everybody was evident. The supervisor himself, Archie Batu showed coolness that the rest of the staff emulated until the last flight was dispatched. Although, about three or four were forced to wait for the next day’s flight for accommodation, no grumbling from them was heard, because they saw how miles and miles of extra effort were exerted but to no avail. The following day, the rest of overflow was accommodated. I was among them.

 

The extra mile can go a long way in developing satisfaction among customers. It also gives hope to those who consider themselves unwanted by society because of their deficiencies. If the extra mile that a person takes can be connected with the rest of extra miles of the millions of people on earth, it can go around the globe. And, that is the idea…extra miles of kindness that can unite humanity.

 

The Extra Mile

By Apolinario Villalobos

 

The extra mile I am referring to is about the effort that we exert to help other people without expecting any return. While some companies make such effort an integral part of their service to gain promo mileage, there are people who just do the act as if it is a part of their system. And, it is nice to know that despite the prevailing modernity in our environment today, this kindly act is still very much noticeable.

 

Volunteerism is a simpler word that can easily define the effort. For those who are fond of browsing the electronic web to while their time away, a prominent group of volunteers composed of medical practioners, can easily catch the attention, and whose advocacy is to serve the persons with disability (PWD’s). It is the group of Dr. Josephine Bundoc of UERMMMCI and UP-PGH which has been instrumental in providing artificial limbs to PWD’s  who live in as far as the southern island of Mindanao.

 

Unsung heroes of calamities deserve profound appreciation for joining the throng of volunteers from all walks of life who show up at relief operation centers to repack donated goods or find their place in a line of donation handlers at evacuation sites. They are one in saying that they have no money to spare but they have the hands to serve.

 

These “angels” just pop up at a moment and just anywhere when help is much needed. One Wednesday morning, while waiting for a ride to Cavite, I saw a woman who panicked when a bulging plastic bag that she was carrying just gave up and let go of her groceries.  As I doubled my steps toward her, a boy in a tattered shirt appeared from nowhere and helped her gather the groceries. When I finally reached her, the boy told us to wait while he would get another bag for the groceries. In a few minutes he was back with a bag as promised and after all the groceries found their way into the bag, the boy bid us goodbye, leaving the woman and I unprepared for we were not given the chance to say thanks or hand him a few coins for his snacks as an expression of gratitude.

 

The country’s flag carrier, Philippine Airlines had the so-called Total Passenger Care Program during the ‘80s that further illuminated its image. Practically, all employees were encouraged  to make an extra step for the comfort of customers, from mere inquiry by phone or at any office to their arrival at destination. Answering the phone the proper way and speaking in unhurried manner is already an extra mile to make callers comfortable and at ease, thereby, encouraging them to ask more questions. A sincere smile of the counter personnel attending to the needs of customers at the ticketing office, makes the latter happy to be served by the company.

 

In Davao airport, I had the chance to witness how all staff of Philippine Airlines, manning the check- in counter and the load control office where the supervisor was also based, managed to handle a critical situation due to unexpected overflow of passengers. The situation was made worse by those who came all the way from General Santos airport where they got bumped off. All personnel act in synch with each other without even a faint trace of snootiness despite the pressure. Instead, every now and then, they would apologize for the inconvenience, although, their best effort to accommodate everybody was evident. The supervisor himself, Archie Batu showed coolness that the rest of the staff emulated until the last flight was dispatched. Although, about three or four were forced to wait for the next day’s flight for accommodation, no grumbling from them was heard, because they saw how miles and miles of extra effort were exerted but to no avail. The following day, the rest of overflow was accommodated. I was among them.

 

The extra mile can go a long way in developing satisfaction among customers. It also gives hope to those who consider themselves unwanted by society because of their deficiencies. If the extra mile that a person takes can be connected with the rest of extra miles of the millions of people on earth, it can go around the globe. And, that is the idea…extra miles of kindness that can unite humanity.

 

The Extra Mile

By Apolinario Villalobos

 

The extra mile I am referring to is about the effort that we exert to help other people without expecting any return. While some companies make such effort an integral part of their service to gain promo mileage, there are people who just do the act as if it is a part of their system. And, it is nice to know that despite the prevailing modernity in our environment today, this kindly act is still very much noticeable.

 

Volunteerism is a simpler word that can easily define the effort. For those who are fond of browsing the electronic web to while their time away, a prominent group of volunteers composed of medical practioners, can easily catch the attention, and whose advocacy is to serve the persons with disability (PWD’s). It is the group of Dr. Josephine Bundoc of UERMMMCI and UP-PGH which has been instrumental in providing artificial limbs to PWD’s  who live in as far as the southern island of Mindanao.

 

Unsung heroes of calamities deserve profound appreciation for joining the throng of volunteers from all walks of life who show up at relief operation centers to repack donated goods or find their place in a line of donation handlers at evacuation sites. They are one in saying that they have no money to spare but they have the hands to serve.

 

These “angels” just pop up at a moment and just anywhere when help is much needed. One Wednesday morning, while waiting for a ride to Cavite, I saw a woman who panicked when a bulging plastic bag that she was carrying just gave up and let go of her groceries.  As I doubled my steps toward her, a boy in a tattered shirt appeared from nowhere and helped her gather the groceries. When I finally reached her, the boy told us to wait while he would get another bag for the groceries. In a few minutes he was back with a bag as promised and after all the groceries found their way into the bag, the boy bid us goodbye, leaving the woman and I unprepared for we were not given the chance to say thanks or hand him a few coins for his snacks as an expression of gratitude.

 

The country’s flag carrier, Philippine Airlines had the so-called Total Passenger Care Program during the ‘80s that further illuminated its image. Practically, all employees were encouraged  to make an extra step for the comfort of customers, from mere inquiry by phone or at any office to their arrival at destination. Answering the phone the proper way and speaking in unhurried manner is already an extra mile to make callers comfortable and at ease, thereby, encouraging them to ask more questions. A sincere smile of the counter personnel attending to the needs of customers at the ticketing office, makes the latter happy to be served by the company.

 

In Davao airport, I had the chance to witness how all staff of Philippine Airlines, manning the check- in counter and the load control office where the supervisor was also based, managed to handle a critical situation due to unexpected overflow of passengers. The situation was made worse by those who came all the way from General Santos airport where they got bumped off. All personnel act in synch with each other without even a faint trace of snootiness despite the pressure. Instead, every now and then, they would apologize for the inconvenience, although, their best effort to accommodate everybody was evident. The supervisor himself, Archie Batu showed coolness that the rest of the staff emulated until the last flight was dispatched. Although, about three or four were forced to wait for the next day’s flight for accommodation, no grumbling from them was heard, because they saw how miles and miles of extra effort were exerted but to no avail. The following day, the rest of overflow was accommodated. I was among them.

 

The extra mile can go a long way in developing satisfaction among customers. It also gives hope to those who consider themselves unwanted by society because of their deficiencies. If the extra mile that a person takes can be connected with the rest of extra miles of the millions of people on earth, it can go around the globe. And, that is the idea…extra miles of kindness that can unite humanity.

 

 

The Extra Mile

By Apolinario Villalobos

 

The extra mile I am referring to is about the effort that we exert to help other people without expecting any return. While some companies make such effort an integral part of their service to gain promo mileage, there are people who just do the act as if it is a part of their system. And, it is nice to know that despite the prevailing modernity in our environment today, this kindly act is still very much noticeable.

 

Volunteerism is a simpler word that can easily define the effort. For those who are fond of browsing the electronic web to while their time away, a prominent group of volunteers composed of medical practioners, can easily catch the attention, and whose advocacy is to serve the persons with disability (PWD’s). It is the group of Dr. Josephine Bundoc of UERMMMCI and UP-PGH which has been instrumental in providing artificial limbs to PWD’s  who live in as far as the southern island of Mindanao.

 

Unsung heroes of calamities deserve profound appreciation for joining the throng of volunteers from all walks of life who show up at relief operation centers to repack donated goods or find their place in a line of donation handlers at evacuation sites. They are one in saying that they have no money to spare but they have the hands to serve.

 

These “angels” just pop up at a moment and just anywhere when help is much needed. One Wednesday morning, while waiting for a ride to Cavite, I saw a woman who panicked when a bulging plastic bag that she was carrying just gave up and let go of her groceries.  As I doubled my steps toward her, a boy in a tattered shirt appeared from nowhere and helped her gather the groceries. When I finally reached her, the boy told us to wait while he would get another bag for the groceries. In a few minutes he was back with a bag as promised and after all the groceries found their way into the bag, the boy bid us goodbye, leaving the woman and I unprepared for we were not given the chance to say thanks or hand him a few coins for his snacks as an expression of gratitude.

 

The country’s flag carrier, Philippine Airlines had the so-called Total Passenger Care Program during the ‘80s that further illuminated its image. Practically, all employees were encouraged  to make an extra step for the comfort of customers, from mere inquiry by phone or at any office to their arrival at destination. Answering the phone the proper way and speaking in unhurried manner is already an extra mile to make callers comfortable and at ease, thereby, encouraging them to ask more questions. A sincere smile of the counter personnel attending to the needs of customers at the ticketing office, makes the latter happy to be served by the company.

 

In Davao airport, I had the chance to witness how all staff of Philippine Airlines, manning the check- in counter and the load control office where the supervisor was also based, managed to handle a critical situation due to unexpected overflow of passengers. The situation was made worse by those who came all the way from General Santos airport where they got bumped off. All personnel act in synch with each other without even a faint trace of snootiness despite the pressure. Instead, every now and then, they would apologize for the inconvenience, although, their best effort to accommodate everybody was evident. The supervisor himself, Archie Batu showed coolness that the rest of the staff emulated until the last flight was dispatched. Although, about three or four were forced to wait for the next day’s flight for accommodation, no grumbling from them was heard, because they saw how miles and miles of extra effort were exerted but to no avail. The following day, the rest of overflow was accommodated. I was among them.

 

The extra mile can go a long way in developing satisfaction among customers. It also gives hope to those who consider themselves unwanted by society because of their deficiencies. If the extra mile that a person takes can be connected with the rest of extra miles of the millions of people on earth, it can go around the globe. And, that is the idea…extra miles of kindness that can unite humanity.