On Memorial Day, we celebrate many ordinary heroes. People like you and me that had an opportunity to step up and do something special and took it. Many of those we celebrate today are war heroes. They fight for our freedom and perform heroic acts, risking their lives for us, and for their loved ones, that they might enjoy the freedoms accorded to us in the Constitution. Celebrate them, pray for them, and thank them—everywhere they are.
There are other ordinary heroes and we encounter them everyday. Seth Godin calls them linchpins. They are people who have decided to make others’ lives better by doing the best they can everyday. And when extraordinary situations occur, they step up and do extraordinary things.
I recently came across several people who qualify in my book as heroes. The opportunity created was a “war zone” called the Atlanta airport under siege by weather. Our small band of brothers was flying Delta. Uh-oh. Flights were delayed and canceled all day long. By the time I made my way to Atlanta via Toronto, I was an hour and half late. The “good news” was that my 10:45pm flight was delayed until 1:25am. Plenty of time. The question was, would it actually take off?
Let’s just say that by this time of day, I couldn’t find a cooperative Delta agent to answer my questions, although I fully believe there were probably a few in the airport somewhere. And that is when the first heroic situation occurred. I was chatting with a United pilot trying to hitch his way home on Delta, when a older woman clearly overwhelmed, approached with tears in her eyes. She was diabetic, couldn’t walk any further and just wanted to go home. There was a wheelchair behind me and we had her sit and relax. Just at that moment hero Desta walked up. She had followed this woman for the last few gates and was worried about her. She got on the phone to talk to her family, find out her gate, promised to stay with her and calmed her down. By the time we left this woman, she was in the hands of fellow passenger Kim, who was a nurse, at the right gate, her plane was getting ready to board and she was all smiles. People taking care of people—not because they have to but because they can.
The rest of the story….no surprise at 1.25am our plane arrived but rather than board we were told it canceled due to mechanical difficulties. So we joined the line of 1,000 people who were waiting to get their flights rescheduled. News traveled back to the end of the line that the next flight out for those at the front of the line was 9:45pm the following day! No transportation available for hotels.
Fortunately, I travel a lot and as a strategic planner I had already made a back up plane when I realized I would be delayed coming in to Atlanta. I had reserved a rental car. By 2am, there were none left—unless you had a reservation. I confirmed it still stood and then asked other passengers to Birmingham in line with me if any would like to join me. I had plenty of takers and let them sort out who had the most urgent need. We made our way to Avis.
At the Avis counter, the only company with cars, the line was at least 100 people long. If you have ever rented a car, you know how long it takes to help one customer. There were two agents. We waited, watched and stood in line for 2 ½ hours. Finally it was our turn. And there was Thor. Thor was as friendly as he could be. He found our reservation and we high fived! Then he made some suggestions for rental that helped us out. We told him how impressed we were with his attitude because in spite of facing angry and frustrated customers, he never failed to smile and be gracious. He shared with us he was supposed to get off at 10pm but stayed to help. When we were all done, we asked what we could do for him—he humbly just asked that we share our feelings with his boss. So, Avis if you are listening, celebrate Thor along with us. You are so lucky to have him. Seth, invite him as a prime example of a linchpin to one of your conferences. You won’t be disappointed.
Ordinary Heroes—Desta, Kim, and Thor. They did more than they had to because they cared. It doesn’t take much to be an ordinary hero; it takes an act of kindness and caring that stands out from your fellow citizens. Given that most people have a “me first” attitude, sometimes compassion and empathy for a tough situation is all it takes to get someone through a tough situation.
Be a hero, thank the heroes, and if you can, celebrate them. Perhaps they will multiply!
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