Digital Marketing, Social Media Case Studies, Integrated Marketing and Media

Information as Theater – The Power of Humanized Description

I am typing this on a US Airways flight from St. Louis to Phoenix, coming back from SocialFresh. I’ll probably fly 150 segments this year, which is a lot, but nowhere near Chris Brogan territory. Today, I’ve fortunately been upgraded to first class, which happens infrequently because I travel enough to make it exhausting, but not enough to make it rewarding.

The good news, however, is that Randy is here.

information as theater Information as Theater   The Power of Humanized DescriptionRandy Lauson is without question the best flight attendant I’ve ever seen. He is without peer. He is the Jerry Rice of flight attendants, the Lawrence Olivier, the Justin Bieber (I kid, I kid).

I know US Airways has made a (rightfully) big deal out of courageous Captain CB (Sully) Sullenberger. He epitomized calm, preserved life and property, and accepted his insta-fame with grace and aplomb.

But I submit the face of US Airways should be Randy, not Sully. Ask Emmanuel Rosen, – whose revised version of Buzz Marketing should be required reading for all communicators. Or, Steve Knox and the guys at Tremor who spend massive amounts of time and energy figuring out how to make Procter & Gamble products buzz-worthy. It’s not about doing the expected well, it’s about doing the unexpected.

Air travel has devolved to the point that it’s essentially a shared national joke, like Trump’s hair or Paris Hilton’s vacuousness. But Randy turns that paradigm on its head, making air travel enjoyable again.

And sure, he gets drinks in a jiffy, is uber-efficient with baggage stowage, etc. But what makes Randy exemplary is a simple lesson that every company should reconsider – he relishes the description.

Randy Says

Here’s (paraphrased) Randy’s opening monologue to the passengers just behind me, in the first few rows of coach:

“Ladies and gentlemen, I bid you a kind welcome to Flight 187, from St. Louis to Phoenix, Arizona otherwise known as paradise. We’ll make a short stop in Phoenix, and then carry on to San Jose’s Norman Mineta airport. The captain has informed me that the flight duration will be almost precisely three hours. I’d like to congratulate each of you for an exceptional job in the boarding process. You stowed your baggage in the overhead bins thoughtfully, and you’ve all contributed to our on-time departure today.

My name is Randy. I am not the “first-class” flight attendant, but rather the forward cabin flight attendant, and your enjoyment of today’s flight is more important to me than anything other than your safety. Despite what you may have heard from other flight attendants, it is perfectly acceptable to use the forward lavatory, located at the front of the cabin, provided that you remain behind this bulkhead until you see the light behind me turn green, indicating that the lavatory is vacant.

When I come through the aisle with the cart to deliver to you beverages, please do watch your elbows and ankles, as the clearance on either side of the cart is just an inch or two.

Then, Randy comes back to the 12 first-class passengers, and says:

“Ladies and gentlemen, you are about to experience ecstasy from start to finish, as I have at your disposal a selection of beverages and all you can eat snacks that are sure to delight each of you. We have the sublime sea salt and cracked pepper Kettle brand potato chips on board today. We have a new item, similar to the fig newton, but filled with strawberry. I highly recommend them. We have our mixed nuts and cranberries, which I am warming for you as a congratulations for your orderly and on-time boarding. We have a new biscotti, terrific with coffee or Bailey’s and coffee, from a company ironically owned by Interbev, the European brewers that purchased Anheuser-Busch, which is based here in St. Louis. We also have the shortbread cookie, which has finally returned to the air after three and one half years of customer requests.

We have Bailey’s available neat, in coffee, or with cream. The special liquor in the cabin is an aged Glenlivvet Scotch. The rum is Bacardi. The vodka is Finlandia. The bourbon is Jack Daniel’s. We have several speciality cocktails, including a Pomegranate martini with either vodka or gin, a Margarita, or I can doctor you up a delicious Mai Tai.

The imported beer is Becks. The domestic beer is Budweiser or Bud Light, and although the company is now owned by Europeans, it is still brewed in St. Louis. ”

Could Randy have said (as has EVERY other flight attendant I’ve ever witnessed) “Information about beverages and snacks is located in the US Airways magazine on the seat pocket in front of you” (the good ones tell you the page number) – of course he could. But he didn’t. Randy turned the simple conveyance of information into theater.

Information Isn’t Boring By Accident. You Make It That Way.

Why can’t you do that? Why can’t you bend over backwards to explain EXACTLY how your product works, and why? Why can’t you have error messages on your Web site that are descriptive and blameless? Why can’t you make your FAQ a marketing and sales tool, instead of a necessary evil? Why can’t you find the Randys in your company, and let them train everyone else?

Related
  • http://twitter.com/innovateaz/status/12934669053 Innovate AZ

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  • http://twitter.com/wissensauslese/status/12934669154 Wissensauslese

    RT @jaybaer: Information as Theater – The Power of Humanized Description: I am typing this on a US Airwa… http://bit.ly/aZS2kv #marketing

  • http://twitter.com/wissensauslese/status/12934669154 Wissensauslese

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  • http://twitter.com/epopdev/status/12934669353 Jim Weldon

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  • http://twitter.com/kelvin8048/status/12934669524 kelvin lee

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  • http://twitter.com/azsocialmedia/status/12934670761 Arizona Social Media

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  • http://twitter.com/kworkmanflood/status/12934722677 Kelly Workman-Flood

    Jay Baer Blog: Information as Theater – The Power of Humanized Description http://bit.ly/9PqLcv Full http://bit.ly/aYLejO

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  • http://domesticatingit.com JonDiPietro

    Thanks for this story. I'm presenting at a leadership conference (of engineers) this weekend and one of the points I will try to make is that “Information isn't boring by accident. You make it that way.” This is a great story and I may borrow it. ;)

    Thanks for sharing.

  • http://domesticatingit.com JonDiPietro

    Thanks for this story. I'm presenting at a leadership conference (of engineers) this weekend and one of the points I will try to make is that “Information isn't boring by accident. You make it that way.” This is a great story and I may borrow it. ;)

    Thanks for sharing.

  • http://domesticatingit.com JonDiPietro

    Thanks for this story. I'm presenting at a leadership conference (of engineers) this weekend and one of the points I will try to make is that “Information isn't boring by accident. You make it that way.” This is a great story and I may borrow it. ;)

    Thanks for sharing.

  • http://twitter.com/aiom/status/12936744322 Audrey McCulloch

    Your dream employee? Lessons for all here: http://ow.ly/1DwY4

  • http://twitter.com/cityofzoe/status/12937572862 marina ricciardi

    Rt via @inspiredmag: Information as Theater http://bit.ly/bFaicY ovvero il bello di una comunicazione più "umana", #onlywebcandoit

  • http://twitter.com/mmesocialmedia/status/12938975067 sadie harris

    Information as Theater – The Power of Humanized Description http://bit.ly/bRKSBB

  • http://twitter.com/jondipietro/status/12940461471 Jon DiPietro

    Information isn't boring by accident – you make it that way (from @jaybaer) http://ht.ly/1Dzvg

  • http://twitter.com/jondipietro/status/12940461471 Jon DiPietro

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  • http://twitter.com/domesticatingit/status/12940461052 DomesticatingIT

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  • http://twitter.com/rtkrum/status/12942111722 Randy Krum

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 – this is fantastic!

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/mkmartin/status/12943397781 Matt Martin

    Great read from @jaybaer on the power of being descriptive. http://ow.ly/1DB4O Sounds like Randy should be in marketing! #the5

  • http://twitter.com/lisallynch/status/12943797508 Lisa Lynch

    RT @rtkrum: RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 – this is fantastic!

  • http://twitter.com/clintonbon Clinton Bonner

    This so reminds me of Christoph Waltz's acceptance speech for best supporting actor at this year's Oscars for his role in Inglorious Bastards… Everyone has to do the obligatory “thank you(s)” just as an element of Randy's job was to provide the information he needed to convey … If you haven't seen it, take a listen (it's a YouTube vid actually) of Christoph's ability to intertwine amazing and gracious story telling into something as routinely mundane as an acceptance speech … so well done, and it stuck with me big time, as Randy's approach clearly stuck with you … http://www.youtube.com/watch?v=jOuushCnWLk

  • http://twitter.com/clintonbon Clinton Bonner

    This so reminds me of Christoph Waltz's acceptance speech for best supporting actor at this year's Oscars for his role in Inglorious Bastards… Everyone has to do the obligatory “thank you(s)” just as an element of Randy's job was to provide the information he needed to convey … If you haven't seen it, take a listen (it's a YouTube vid actually) of Christoph's ability to intertwine amazing and gracious story telling into something as routinely mundane as an acceptance speech … so well done, and it stuck with me big time, as Randy's approach clearly stuck with you … http://www.youtube.com/watch?v=jOuushCnWLk

  • http://www.angeladaniello.com/ Angela Daniello

    Jay, Love it! Thanks for such a great and detailed story. Randy was entertaining for you and that flight, and you were entertaining for us! What a wonderful example to keep in mind (and which won't leave my mind) as we all journey down this social media path. I suppose that IS the point….to keep 'the story' or experience in someone's mind.

  • http://www.angeladaniello.com/ Angela Daniello

    Jay, Love it! Thanks for such a great and detailed story. Randy was entertaining for you and that flight, and you were entertaining for us! What a wonderful example to keep in mind (and which won't leave my mind) as we all journey down this social media path. I suppose that IS the point….to keep 'the story' or experience in someone's mind.

  • http://twitter.com/Bill_Graham Bill Graham

    Great story! Personally, I've had terrible customer experience with US Airways and unfortunately this doesn't change that. If only companies everywhere could learn from this example. One, really positive, customer experience sticks like glue.

  • http://twitter.com/Bill_Graham Bill Graham

    Great story! Personally, I've had terrible customer experience with US Airways and unfortunately this doesn't change that. If only companies everywhere could learn from this example. One, really positive, customer experience sticks like glue.

  • http://www.russhenneberry.com/ Russ Henneberry

    Sounds like Randy loves his job — he truly enjoys what he does. He has probably conveyed that same basic information to a countless number of flights … but never the same way twice. He thinks of the passengers as an audience and his job is to entertain. It's like having a good waiter/waitress vs a bad one… there is a very subtle difference between the two and it is generally that one likes their job and the other doesn't. Thanks for the awesome post Jay!

  • http://www.russhenneberry.com/ Russ Henneberry

    Sounds like Randy loves his job — he truly enjoys what he does. He has probably conveyed that same basic information to a countless number of flights … but never the same way twice. He thinks of the passengers as an audience and his job is to entertain. It's like having a good waiter/waitress vs a bad one… there is a very subtle difference between the two and it is generally that one likes their job and the other doesn't. Thanks for the awesome post Jay!

  • http://www.tommartin.typepad.com Tom Martin

    Jay

    Yet again… a perfect example of how easy it is to be interesting. Too bad more don't get this fact. I have to ask… by chance did he speak in an English accent? For some reason as I read his monologue, I heard an English Butler ;-)

    @TomMartin
    http://www.ConverseDigital.com

  • Richard

    Interesting. Does anyone else think that Randy possibly hates his audience? Does his audience always just soak it up – or do they think he is slightly condescending?

  • Richard

    Interesting. Does anyone else think that Randy possibly hates his audience? Does his audience always just soak it up – or do they think he is slightly condescending?

  • Richard

    Interesting. Does anyone else think that Randy possibly hates his audience? Does his audience always just soak it up – or do they think he is slightly condescending?

  • jaffy

    Jay, I agree completely. A sense of the theatrical has tremendous drawing power, as Batman and Vaudevillian ringmasters well know. People have a burning desire to see things that they've never seen before. The best example that comes to my mind is Wufoo.com.

    Wufoo is a web app that helps you build online forms for capturing data. Stone-cold snorefest, right? Right, except the UI is so damn fun to use, that it becomes an addiction. You log in by clicking on a little T-rex icon, and are greeted by a beautifully-designed dashboard, replete with random shakespearean quotes that change depending on what you do (seriously, when was the last time a website told you “Parting is such sweet sorrow” when you logged out?).

    They've taken a boring job and not only made it easy, but also fun to do. If only more marketers could Wufoo-ize doing your taxes (can you imagine?), or finding car insurance, the world would probably be a happier, more T-rex filled place.

  • http://twitter.com/genochurch Geno Church

    Jay, great story.

    Damn Randy is impressive… just by mentioning that he has Bailey's neat… he won me over with how he made general information engaging, and it was his own words not that dreaded plastic coated menu.

    Cheers.

  • http://twitter.com/genochurch Geno Church

    Jay, great story.

    Damn Randy is impressive… just by mentioning that he has Bailey's neat… he won me over with how he made general information engaging, and it was his own words not that dreaded plastic coated menu.

    Cheers.

  • http://twitter.com/benblackler/status/12948249368 Ben Blackler

    Information as theatre or how Randy from US Airways makes an expected communication entirely buzzworthy http://bit.ly/c9hn2b

  • http://twitter.com/randylewiskemp/status/12948533736 Randy Kemp

    Information as Theater – The Power of Humanized Description http://bit.ly/cnBqeW

  • http://twitter.com/randylewiskemp/status/12948533736 Randy Kemp

    Information as Theater – The Power of Humanized Description http://bit.ly/cnBqeW

  • http://twitter.com/randylewiskemp/status/12948533736 Randy Kemp

    Information as Theater – The Power of Humanized Description http://bit.ly/cnBqeW

  • http://twitter.com/randylewiskemp/status/12948533736 Randy Kemp

    Information as Theater – The Power of Humanized Description http://bit.ly/cnBqeW

  • http://twitter.com/haleylandsman/status/12949058469 Haley Landsman

    I want to meet Randy! Information as Theater – The Power of Humanized Description by @jaybaer http://bit.ly/92C678

  • http://twitter.com/haleylandsman/status/12949058469 Haley Landsman

    I want to meet Randy! Information as Theater – The Power of Humanized Description by @jaybaer http://bit.ly/92C678

  • http://twitter.com/haleylandsman/status/12949058469 Haley Landsman

    I want to meet Randy! Information as Theater – The Power of Humanized Description by @jaybaer http://bit.ly/92C678

  • http://twitter.com/haleylandsman/status/12949058469 Haley Landsman

    I want to meet Randy! Information as Theater – The Power of Humanized Description by @jaybaer http://bit.ly/92C678

  • http://twitter.com/steve_hartkopf/status/12949112674 alignedmarket

    Great post by #jaybear: Information as Theater – The Power of Humanized Description – http://tinyurl.com/2cxgpho

  • http://twitter.com/steve_hartkopf/status/12949112674 alignedmarket

    Great post by #jaybear: Information as Theater – The Power of Humanized Description – http://tinyurl.com/2cxgpho

  • http://twitter.com/angeladaniello/status/12949322782 Angela Daniello

    Cheers to flight attendant Andy! > Information as Theater – The Power of Humanized Description (via @jaybaer) http://j.mp/aBx2z7

  • http://twitter.com/angeladaniello/status/12949322782 Angela Daniello

    Cheers to flight attendant Andy! > Information as Theater – The Power of Humanized Description (via @jaybaer) http://j.mp/aBx2z7

  • http://twitter.com/angeladaniello/status/12949322782 Angela Daniello

    Cheers to flight attendant Andy! > Information as Theater – The Power of Humanized Description (via @jaybaer) http://j.mp/aBx2z7

  • http://twitter.com/angeladaniello/status/12949322782 Angela Daniello

    Cheers to flight attendant Andy! > Information as Theater – The Power of Humanized Description (via @jaybaer) http://j.mp/aBx2z7

  • http://twitter.com/annemarsden/status/12949599840 Anne Marsden

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 Who in your Company is a Randy?

  • http://twitter.com/janisbjones/status/12950293105 Janis B. Jones

    I love this story of a flight attendant delivering exceptional service RT @jaybaer: Information as Theater http://bit.ly/92C678

  • http://twitter.com/janisbjones/status/12950293105 Janis B. Jones

    I love this story of a flight attendant delivering exceptional service RT @jaybaer: Information as Theater http://bit.ly/92C678

  • http://twitter.com/michaelpmalone/status/12950429897 Mike Malone

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • jackilenners

    Love this post…as a former platinum flier on US Airways who suffered through years of disgraceful customer service (i.e. me fainting by the bathroom on an international flight and the flight attendant standing over me, motioning to the other attendant that I was drunk…which I was not…and not bothering to help me up), I LOVE the idea of Randy. I hope someone at US Airways reads this (unlikely) and signs Randy up to train their other employees on how being just a little human goes a long way. I'm flying to Milwaukee in July – can I request Randy??

  • jackilenners

    Love this post…as a former platinum flier on US Airways who suffered through years of disgraceful customer service (i.e. me fainting by the bathroom on an international flight and the flight attendant standing over me, motioning to the other attendant that I was drunk…which I was not…and not bothering to help me up), I LOVE the idea of Randy. I hope someone at US Airways reads this (unlikely) and signs Randy up to train their other employees on how being just a little human goes a long way. I'm flying to Milwaukee in July – can I request Randy??

  • http://twitter.com/abbief/status/12951411545 Abbie S. Fink

    Great post today. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/abbief/status/12951411545 Abbie S. Fink

    Great post today. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/danperezfilms/status/12951760748 Dan Perez

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/ambercadabra/status/12951859518 Amber Naslund

    Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jasonlauritsen/status/12951934848 Jason Lauritsen

    RT @AmberCadabra: Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/eoc_jeff/status/12951939484 EOC_Jeff

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/casuist/status/12951989191 gilbert v. wilkes iv

    RT @AmberCadabra: Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • Kim

    I love Randy! Good for him for taking pleasure in his job and the people he serves. I think the big question is: do you have a photographic memory? Wow!

  • Kim

    I love Randy! Good for him for taking pleasure in his job and the people he serves. I think the big question is: do you have a photographic memory? Wow!

  • Kim

    I love Randy! Good for him for taking pleasure in his job and the people he serves. I think the big question is: do you have a photographic memory? Wow!

  • http://twitter.com/jenkaneco/status/12952069257 Jennifer Kane

    This post by @jaybaer makes me happy. Please read it: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jenkaneco/status/12952069257 Jennifer Kane

    This post by @jaybaer makes me happy. Please read it: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/mkedave/status/12952126258 dave racine

    randy ftw. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/mkedave/status/12952126258 dave racine

    randy ftw. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/arikhanson/status/12952310500 arikhanson

    Love this… RT @JenKaneCo: This post by @jaybaer makes me happy. http://bit.ly/92C678

  • http://twitter.com/arikhanson/status/12952310500 arikhanson

    Love this… RT @JenKaneCo: This post by @jaybaer makes me happy. http://bit.ly/92C678

  • http://twitter.com/mattholsinger/status/12952361637 Matt Holsinger

    RT @jaybaer Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/mattholsinger/status/12952361637 Matt Holsinger

    RT @jaybaer Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jmpyle/status/12952584226 Jason Pyle

    Exceptional! I want to fly w/ Randy. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jmpyle/status/12952584226 Jason Pyle

    Exceptional! I want to fly w/ Randy. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jmpyle/status/12952584226 Jason Pyle

    Exceptional! I want to fly w/ Randy. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/arjunsingh/status/12952760956 Arjun Singh

    RT @AmberCadabra: Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/arjunsingh/status/12952760956 Arjun Singh

    RT @AmberCadabra: Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/arjunsingh/status/12952760956 Arjun Singh

    RT @AmberCadabra: Nothing short of awesome. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jacantworth/status/12953000469 Jacqueline Antworth

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jacantworth/status/12953000469 Jacqueline Antworth

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/erikareynolds/status/12953101803 erika reynolds

    A good little reminder to me today. "Information isn't boring by accident. You make it that way." Guilty. http://ow.ly/1DJ3L

  • http://twitter.com/weintraub/status/12953719386 Weintraub Adv

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/benyschonfeld/status/12953848336 Beny Schonfeld

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/cynthiaccutrigh/status/12954131203 Cynthia C. Cutright

    Information as Theater – The Power of Humanized Description – Convince & Convert http://goo.gl/EQBu

  • http://twitter.com/cynthiaccutrigh/status/12954131203 Cynthia C. Cutright

    Information as Theater – The Power of Humanized Description – Convince & Convert http://goo.gl/EQBu

  • http://www.lucidagency.com Scott

    I love this post – probably my favorite that you've written, which is saying a lot – because I think you've really nailed it. Randy took the normal, and made it interesting, because he cared. It's small, but it made all the difference in the world for the experience of the 12 people in first class. And that little difference was enough to inspire you to write about it, so now 30,000 people know about a good experience you had on US Airways. And, historically I have often cited US Airways as an example of a company that I would avoid at all costs (quite literally, I would be willing to pay more to fly any other airline because of how terrible my experiences have been). But…maybe, just maybe…i'll give them another shot…if I know what flight Randy is working on.

  • http://www.lucidagency.com Scott

    I love this post – probably my favorite that you've written, which is saying a lot – because I think you've really nailed it. Randy took the normal, and made it interesting, because he cared. It's small, but it made all the difference in the world for the experience of the 12 people in first class. And that little difference was enough to inspire you to write about it, so now 30,000 people know about a good experience you had on US Airways. And, historically I have often cited US Airways as an example of a company that I would avoid at all costs (quite literally, I would be willing to pay more to fly any other airline because of how terrible my experiences have been). But…maybe, just maybe…i'll give them another shot…if I know what flight Randy is working on.

  • http://twitter.com/kbystrom/status/12954285453 Karen Bystrom

    RT @jaybaer – Information as Theater – The Power of Humanized Description http://bit.ly/92C678 Arts marketing – excellent lesson!

  • http://twitter.com/kbystrom/status/12954285453 Karen Bystrom

    RT @jaybaer – Information as Theater – The Power of Humanized Description http://bit.ly/92C678 Arts marketing – excellent lesson!

  • http://twitter.com/writerskitchen/status/12954606267 Lorraine Thompson

    Brilliant airline attendant makes dull flights an adventure: RT @annemarsden: RT @jaybaer: Information as Theater http://bit.ly/92C678

  • http://twitter.com/julieamichael/status/12954658900 Julie Michael

    RT @bonnieupright: Best thing I've read all day. RT @arikhanson: Love this… RT @JenKaneCo: This post by @jaybaer makes me happy. http://bit.ly/92C678

  • http://twitter.com/kshe/status/12954988015 kshe

    Love new post by @jaybear. On making the "mundane" interesting: http://bit.ly/cnBqeW

  • http://twitter.com/kshe/status/12954988015 kshe

    Love new post by @jaybear. On making the "mundane" interesting: http://bit.ly/cnBqeW

  • http://twitter.com/alxrodriguez/status/12955344325 Alexander Rodríguez

    Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/alxrodriguez/status/12955344325 Alexander Rodríguez

    Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://seanshapcott.com/ Sean Shapcott

    Hi Jay. Great post. I agree 100%.

    Luckily I married a “Randy”. My wife is exactly like Randy and makes the perfect business partner. She can take the most boring thing and transform it into a sparkling, interesting and intriguing one. There are far too few Randy's in the world.

    Hopefully Randy will see this. Guys like him need to be told how appreciated they are so they continue to do their thing and hopefully inspire others to do the same.

  • http://seanshapcott.com/ Sean Shapcott

    Hi Jay. Great post. I agree 100%.

    Luckily I married a “Randy”. My wife is exactly like Randy and makes the perfect business partner. She can take the most boring thing and transform it into a sparkling, interesting and intriguing one. There are far too few Randy's in the world.

    Hopefully Randy will see this. Guys like him need to be told how appreciated they are so they continue to do their thing and hopefully inspire others to do the same.

  • http://twitter.com/adriennebailey/status/12956847084 Adrienne Bailey

    Great article! RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/adriennebailey/status/12956847084 Adrienne Bailey

    Great article! RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/adriennebailey/status/12956847084 Adrienne Bailey

    Great article! RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/kbmckinney/status/12956886254 Kate McKinney

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?) <Loved this post! Made me think.>

  • http://twitter.com/han_ma/status/12956901156 Han Ma

    RT @AdrienneBailey: Great article! RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/han_ma/status/12956901156 Han Ma

    RT @AdrienneBailey: Great article! RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/oneicity/status/12956987462 Hoots and Thomas

    Terrific post! RT @jaybaer One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/prtodd/status/12957028804 Todd Lynch

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/andyveilleux/status/12957054763 Andy Veilleux

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/idgknowledgehub/status/12957056844 IDG Knowledge Hub

    Information Isn’t Boring By Accident. You Make It That Way RT @jaybaer: 1 person in your company CAN make a difference http://bit.ly/92C678

  • http://twitter.com/ericabenton/status/12957103184 Erica Benton (Fenik)

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/kimrockleyptpr/status/12957291153 Kim Rockley

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/jginkc/status/12957333256 Jason Gertzen

    Empower the employees RT @kbmckinney: RT @jaybaer: 1 person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/newraycom/status/12957507992 Ray Hiltz

    he Power of Humanized Description | Integrated Marketing and Media | Social Media Consulting – Convince & Convert: http://bit.ly/b9i5Dl

  • http://www.convinceandconvert.com jaybaer

    Thanks Sean. Congrats on marrying up. We should start a club. My wife is so out of my league, it's not even funny. I really, really hope Randy sees this. So far, no word from US Air.

  • http://www.convinceandconvert.com jaybaer

    Thanks Sean. Congrats on marrying up. We should start a club. My wife is so out of my league, it's not even funny. I really, really hope Randy sees this. So far, no word from US Air.

  • http://www.convinceandconvert.com jaybaer

    Thanks Sean. Congrats on marrying up. We should start a club. My wife is so out of my league, it's not even funny. I really, really hope Randy sees this. So far, no word from US Air.

  • http://www.convinceandconvert.com jaybaer

    Thanks Sean. Congrats on marrying up. We should start a club. My wife is so out of my league, it's not even funny. I really, really hope Randy sees this. So far, no word from US Air.

  • http://www.convinceandconvert.com jaybaer

    Thanks Sean. Congrats on marrying up. We should start a club. My wife is so out of my league, it's not even funny. I really, really hope Randy sees this. So far, no word from US Air.

  • http://www.convinceandconvert.com jaybaer

    Wow Scott. Thanks so much. I agree, my experiences on US Air have been a mixed bag, at best. But it's amazing how one, unexpected bright spot can change your whole outlook.

  • http://www.convinceandconvert.com jaybaer

    Wow Scott. Thanks so much. I agree, my experiences on US Air have been a mixed bag, at best. But it's amazing how one, unexpected bright spot can change your whole outlook.

  • http://twitter.com/thecoolestcool/status/12957700750 Ross Simmonds

    One person in your company CAN make a difference. http://bit.ly/92C678 – RT @jaybaer

  • http://www.convinceandconvert.com jaybaer

    Thanks for the comment Kim. Indeed, I am blessed with a strong memory, despite growing up in Lake Havasu City. But really, I started writing this post immediately after he finished talking. It just hit me like lightning, and I cranked it out in 10 minutes. The hard part was taking the picture without him noticing, and slyly reading his last name on his name tag.

  • http://www.convinceandconvert.com jaybaer

    Thanks for the comment Kim. Indeed, I am blessed with a strong memory, despite growing up in Lake Havasu City. But really, I started writing this post immediately after he finished talking. It just hit me like lightning, and I cranked it out in 10 minutes. The hard part was taking the picture without him noticing, and slyly reading his last name on his name tag.

  • http://www.convinceandconvert.com jaybaer

    Gotta love when they don't even help the Platinum fliers to their feet. Classy. Just for the record, if you ever feint in the same room as me, I've got you covered.

    Seriously, wouldn't it be great if they published his flight schedule? Why not?

  • http://www.convinceandconvert.com jaybaer

    Gotta love when they don't even help the Platinum fliers to their feet. Classy. Just for the record, if you ever feint in the same room as me, I've got you covered.

    Seriously, wouldn't it be great if they published his flight schedule? Why not?

  • http://www.convinceandconvert.com jaybaer

    Thanks Geno. Delighted to have you here. I'm a huge fan of your work. I got the general impression that Randy had tried every cocktail at his disposal. It's nice to be speaking from experience!

  • http://www.convinceandconvert.com jaybaer

    Thanks Geno. Delighted to have you here. I'm a huge fan of your work. I got the general impression that Randy had tried every cocktail at his disposal. It's nice to be speaking from experience!

  • http://www.convinceandconvert.com jaybaer

    So funny you say that Jason. The lady next to me called Randy “vaudevillian”.

    Great example with Wufoo. You should write that up as a guest post!

  • http://www.convinceandconvert.com jaybaer

    So funny you say that Jason. The lady next to me called Randy “vaudevillian”.

    Great example with Wufoo. You should write that up as a guest post!

  • http://www.convinceandconvert.com jaybaer

    So funny you say that Jason. The lady next to me called Randy “vaudevillian”.

    Great example with Wufoo. You should write that up as a guest post!

  • http://www.convinceandconvert.com jaybaer

    So funny you say that Jason. The lady next to me called Randy “vaudevillian”.

    Great example with Wufoo. You should write that up as a guest post!

  • http://www.convinceandconvert.com jaybaer

    Very good point Richard. It's a fine line between theatrical and condescending, no question. In this case, I got the distinct impression that people loved it.

  • http://www.convinceandconvert.com jaybaer

    Very good point Richard. It's a fine line between theatrical and condescending, no question. In this case, I got the distinct impression that people loved it.

  • http://www.convinceandconvert.com jaybaer

    Very good point Richard. It's a fine line between theatrical and condescending, no question. In this case, I got the distinct impression that people loved it.

  • http://michaeljbarber.com/ Michael Barber

    Another great post from you, possibly one of my favorites. Your human-related posts are always fun to ready (i.e. McDonald's lady and this one).

    It's sad to see that more employees like Randy aren't lifted up and made the example for everyone else around them. You need only look at comments above to see that US Airways simply sucks when it comes to customer service and experience. More Randy's may or may not ever change that feeling. It's got to come from the top down, and for US Airways that simply isn't ever going to happen given the way they engage with customers now on their website, over the phone or even face-to-face.

    Thanks again for sharing the post. Hope SocialFresh was fun.

  • http://michaeljbarber.com/ Michael Barber

    Another great post from you, possibly one of my favorites. Your human-related posts are always fun to ready (i.e. McDonald's lady and this one).

    It's sad to see that more employees like Randy aren't lifted up and made the example for everyone else around them. You need only look at comments above to see that US Airways simply sucks when it comes to customer service and experience. More Randy's may or may not ever change that feeling. It's got to come from the top down, and for US Airways that simply isn't ever going to happen given the way they engage with customers now on their website, over the phone or even face-to-face.

    Thanks again for sharing the post. Hope SocialFresh was fun.

  • http://www.convinceandconvert.com jaybaer

    Not an English accent, but definitely a certain flair. Thanks for the comment Tom. Great to see you here.

  • http://www.convinceandconvert.com jaybaer

    Not an English accent, but definitely a certain flair. Thanks for the comment Tom. Great to see you here.

  • http://www.convinceandconvert.com jaybaer

    Really good point Russ. Nobody is a Randy unless they first have a passion for what they do.

  • http://www.convinceandconvert.com jaybaer

    Really good point Russ. Nobody is a Randy unless they first have a passion for what they do.

  • http://www.convinceandconvert.com jaybaer

    Precisely Bill. I've had my share of US Airways mishaps, but one experience like this gives me hope, and gives them the benefit of the doubt.

  • http://www.convinceandconvert.com jaybaer

    Precisely Bill. I've had my share of US Airways mishaps, but one experience like this gives me hope, and gives them the benefit of the doubt.

  • http://twitter.com/onecoach/status/12958111165 OneCoach

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://www.convinceandconvert.com jaybaer

    Yes Angela. Lots of social media lessons here. Passion. Humanization. Storytelling. Volunteer Marketers. Content Marketing. I could write a whole book around the Randy experience. Hmmmm, maybe an eBook?

  • http://www.convinceandconvert.com jaybaer

    Yes Angela. Lots of social media lessons here. Passion. Humanization. Storytelling. Volunteer Marketers. Content Marketing. I could write a whole book around the Randy experience. Hmmmm, maybe an eBook?

  • http://www.convinceandconvert.com jaybaer

    Great example! I completely agree. His speech was fantastic. One of the best ever.

  • http://www.convinceandconvert.com jaybaer

    Great example! I completely agree. His speech was fantastic. One of the best ever.

  • http://www.convinceandconvert.com jaybaer

    Preach it to those engineers Jon! They can be accurate, and still be entertaining. It's not a zero sum game.

  • http://www.convinceandconvert.com jaybaer

    Preach it to those engineers Jon! They can be accurate, and still be entertaining. It's not a zero sum game.

  • http://twitter.com/joncombridges/status/12958417976 Jon Leland

    "Information Isn’t Boring By Accident. You Make It That Way." Right on @jaybaer ! http://ht.ly/1DNlR

  • http://twitter.com/jerrykfreeman/status/12959099209 Jerry Freeman

    Information as Theater – The Power of Humanized Marketing http://bit.ly/92C678 RT @jaybaer #marketing (Phenomenal !!!)

  • http://twitter.com/kvbprhealth/status/12959644012 KVBPR Healthcare

    We have serveral Randy's at KVBPR. RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/kvbprhealth/status/12959644012 KVBPR Healthcare

    We have serveral Randy's at KVBPR. RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://www.membershipjedi.com membershipjedi

    Reminds me a lot of the Fred Factor by Mark Sanborn. Randy is the exception when he should be the rule for those of us in service industries. I greatly applaud you for acknowledging Randy's art. It is his art, as yours is sharing his story. Two great artists on the same flight — a quorum for great change. As always, thanks for sharing Jay.

  • http://www.membershipjedi.com membershipjedi

    Reminds me a lot of the Fred Factor by Mark Sanborn. Randy is the exception when he should be the rule for those of us in service industries. I greatly applaud you for acknowledging Randy's art. It is his art, as yours is sharing his story. Two great artists on the same flight — a quorum for great change. As always, thanks for sharing Jay.

  • http://www.membershipjedi.com membershipjedi

    Reminds me a lot of the Fred Factor by Mark Sanborn. Randy is the exception when he should be the rule for those of us in service industries. I greatly applaud you for acknowledging Randy's art. It is his art, as yours is sharing his story. Two great artists on the same flight — a quorum for great change. As always, thanks for sharing Jay.

  • http://www.membershipjedi.com membershipjedi

    Reminds me a lot of the Fred Factor by Mark Sanborn. Randy is the exception when he should be the rule for those of us in service industries. I greatly applaud you for acknowledging Randy's art. It is his art, as yours is sharing his story. Two great artists on the same flight — a quorum for great change. As always, thanks for sharing Jay.

  • http://www.membershipjedi.com membershipjedi

    Reminds me a lot of the Fred Factor by Mark Sanborn. Randy is the exception when he should be the rule for those of us in service industries. I greatly applaud you for acknowledging Randy's art. It is his art, as yours is sharing his story. Two great artists on the same flight — a quorum for great change. As always, thanks for sharing Jay.

  • http://twitter.com/thewritergal/status/12960277567 WriterGal

    Information as Theater (I would love to meet this amazing flight attendant) http://bit.ly/aLbfaG

  • http://twitter.com/braundoug/status/12960562029 Doug Braun

    Information as Theater – The Power of Humanized Description: http://bit.ly/afZnRk (Who are your Randys?) Thanks @JayBaer

  • http://twitter.com/seanshap/status/12960696205 Sean Shapcott

    My Favorite Line of the Day "Information Isn’t Boring By Accident. You Make It That Way." via @jaybaer great article http://bit.ly/92C678

  • http://www.convinceandconvert.com jaybaer

    Thanks MB. SocialFresh was great. Looking forward to doing Charlotte later this year. You should go – you'd love it.

  • http://www.convinceandconvert.com jaybaer

    Thanks MB. SocialFresh was great. Looking forward to doing Charlotte later this year. You should go – you'd love it.

  • http://twitter.com/herperki/status/12962009449 Kim Herperger

    RT @jaybaer Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678 > Love it!

  • http://twitter.com/stoneymark/status/12962099442 Mark Stone

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/stoneymark/status/12962099442 Mark Stone

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/jimdelo/status/12962101776 Jim DeLorenzo

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/jimdelo/status/12962101776 Jim DeLorenzo

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/ketnergrouppr/status/12962531264 Ketner Group

    An inspiring post by @JayBaer on the power of being, well, HUMAN with our business efforts. http://bit.ly/92C678

  • http://twitter.com/ketnergrouppr/status/12962531264 Ketner Group

    An inspiring post by @JayBaer on the power of being, well, HUMAN with our business efforts. http://bit.ly/92C678

  • http://twitter.com/maark/status/12962768878 Maark

    The power of story-telling and descriptions. Information isn't boring, you're making it boring by @jaybaer http://bit.ly/cnBqeW

  • http://twitter.com/membershipjedi/status/12963308923 Mike Cassidy

    Randy Rocks! #USAirwaysNews RT @jaybaer: Information Isn’t Boring By Accident…(are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/conniereece/status/12963453998 Connie Reece

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 (another great read from Jay)

  • http://twitter.com/tdefren/status/12963559861 Todd Defren

    RT @conniereece: RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 (another great read from Jay)

  • http://twitter.com/andrewfreeman/status/12963876119 andrewfreeman

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/razorfish/status/12964582050 Razorfish

    RT @conniereece @TDefren @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 ~chp

  • http://twitter.com/razorfish/status/12964582050 Razorfish

    RT @conniereece @TDefren @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 ~chp

  • http://twitter.com/razorfish/status/12964582050 Razorfish

    RT @conniereece @TDefren @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 ~chp

  • http://twitter.com/micahwillbrand/status/12964940769 Micah Willbrand

    RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/sparksheet/status/12965020193 Dan Levy/Joey Tanny

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/thosbecker/status/12965760712 Tom Becker

    RT @Razorfish: RT @conniereece @TDefren @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 ~chp ^TB

  • http://twitter.com/thosbecker/status/12965760712 Tom Becker

    RT @Razorfish: RT @conniereece @TDefren @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 ~chp ^TB

  • http://twitter.com/emailman/status/12967168103 drewmiller

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/byjimhenderson/status/12967612061 Jim Henderson

    Terrific post! RT @jaybaer One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?) (via @oneicity)

  • http://twitter.com/byjimhenderson/status/12967612061 Jim Henderson

    Terrific post! RT @jaybaer One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?) (via @oneicity)

  • http://twitter.com/byjimhenderson/status/12967612061 Jim Henderson

    Terrific post! RT @jaybaer One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?) (via @oneicity)

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/mikestenger/status/12968845384 Mike Stenger

    GR8 read from @jaybaer: Information as Theater – The Power of Humanized Description http://ow.ly/1DUjg

  • http://twitter.com/nittygriddyblog/status/12969188410 Ingrid Abboud

    A wonderful human-related post by @jaybaer! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/nittygriddyblog/status/12969188410 Ingrid Abboud

    A wonderful human-related post by @jaybaer! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/nittygriddyblog/status/12969188410 Ingrid Abboud

    A wonderful human-related post by @jaybaer! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/nittygriddyblog/status/12969188410 Ingrid Abboud

    A wonderful human-related post by @jaybaer! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/nittygriddyblog/status/12969188410 Ingrid Abboud

    A wonderful human-related post by @jaybaer! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/bizfilings/status/12974865819 BizFilings

    RT @TopsyRT: Information as Theater – The Power of Humanized Description | Integrated Marketing and Media | Social http://bit.ly/dtQQJv

  • http://twitter.com/candicekang/status/12975479123 Candice Kang

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/cindykimpr/status/12976027856 Cindy Kim

    RT @membershipjedi: Randy Rocks! #USAirwaysNews RT @jaybaer: Information Isn’t Boring By Accident…(are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/rjchamp/status/12983386270 rick champ

    Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/sznq/status/12989092272 Suzan Gray

    Information as Theater – The Power of Humanized Description http://bit.ly/92C678 via @Razorfish RT @jaybaer

  • http://twitter.com/jasoncrouch/status/12992457357 Jason Crouch

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jasoncrouch/status/12992457357 Jason Crouch

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/jasoncrouch/status/12992457357 Jason Crouch

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/el_leprechaun/status/12993637687 Joseph Remesar SciFi

    RT @jaybaer: Information Isn’t Boring By Accident. You Make It That Way. (are you a "yawn" or a "yay")? http://bit.ly/92C678

  • http://twitter.com/renee3/status/13007325639 Renée Warren

    This is a good post: Information as Theater – The Power of Humanized Description http://tinyurl.com/25ld47c) by @jaybaer

  • http://twitter.com/lisamayhuby/status/13008094754 Lisa May Huby

    We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/lisamayhuby/status/13008094754 Lisa May Huby

    We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/lisamayhuby/status/13008094754 Lisa May Huby

    We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/karyd/status/13011448540 Kary Delaria

    "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/karyd/status/13011448540 Kary Delaria

    "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/karyd/status/13011448540 Kary Delaria

    "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/salamicat/status/13011540210 molly campbell

    RT @KaryD: "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/salamicat/status/13011540210 molly campbell

    RT @KaryD: "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/salamicat/status/13011540210 molly campbell

    RT @KaryD: "Information isn't boring by accident. You make it that way." Lovely post by @Jaybaer | http://bit.ly/bu5336 (Thx @cleverkate & @JenKaneCo)

  • http://twitter.com/kevinwebb/status/13012113442 KevinWebb

    RT @LisaMayHuby: We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/kevinwebb/status/13012113442 KevinWebb

    RT @LisaMayHuby: We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/kevinwebb/status/13012113442 KevinWebb

    RT @LisaMayHuby: We need more Randys (great job, @jaybaer): http://ht.ly/1Ebd0

  • http://twitter.com/parissab/status/13013787099 Parissa Behnia

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/launch_partners/status/13013856977 Launch Partnership

    Information as Theater – The Power of Humanized Description http://ht.ly/1DYUt

  • http://twitter.com/MTw1tter Michael

    I have to say I was unusually moved (wish I knew why) by this article.
    Singapore Airlines have a reputation for incredible in-flight service and I always believed it to be a case of 'nuture' vs 'nature (to hijack the argument) While they, the air steward/stewardess (not being PC here) do have a smiley face for you, how much of it is real and how much of it is put on? Singapore has been harping on about the need to up our services but when you have foreign talents (for one of a better word) who have issues communicating in English, it really makes one think if we're just bullshitting ourselves about 'nature' (kindness, attention to details) trumping over 'nuture' (you do not bitch about the customers anywhere near hearing range)

  • http://twitter.com/MTw1tter Michael

    I have to say I was unusually moved (wish I knew why) by this article.
    Singapore Airlines have a reputation for incredible in-flight service and I always believed it to be a case of 'nuture' vs 'nature (to hijack the argument) While they, the air steward/stewardess (not being PC here) do have a smiley face for you, how much of it is real and how much of it is put on? Singapore has been harping on about the need to up our services but when you have foreign talents (for one of a better word) who have issues communicating in English, it really makes one think if we're just bullshitting ourselves about 'nature' (kindness, attention to details) trumping over 'nuture' (you do not bitch about the customers anywhere near hearing range)

  • http://twitter.com/mtw1tter/status/13022404728 Michael

    @service squad Can we expect this in Sg? RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 #sg

  • http://twitter.com/melissphillips/status/13024568067 Melissa Phillips

    @mrbear you're going to love this one! RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/djwaldow/status/13030720412 DJ Waldow

    @AmberCadabra @unmarketing Sounds like y'all need to find Randy – @jaybaer's guy from @USAirwaysNews http://idek.net/1PGb

  • http://twitter.com/chrisbook/status/13053513908 Chris Book

    Your messaging stinks. Read this to fix it. RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/thetrainingedge/status/13062021974 Training Edge

    RT @OneCoach: RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/thetrainingedge/status/13062021974 Training Edge

    RT @OneCoach: RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/thetrainingedge/status/13062021974 Training Edge

    RT @OneCoach: RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/sadiemharris/status/13088689642 Sadie Harris

    Information as Theater – The Power of Humanized Description http://bit.ly/dhuSar

  • http://twitter.com/internetcoachfr/status/13089454962 sadie harris

    Information as Theater – The Power of Humanized Description http://bit.ly/dhuSar

  • http://twitter.com/pjfiske/status/13089460771 PJ Fiske

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678

  • http://twitter.com/mmesocialmedia/status/13089545800 sadie harris

    Information as Theater – The Power of Humanized Description http://bit.ly/dhuSar

  • http://twitter.com/lidocg/status/13104210314 Lisa Morrissey

    RT @JimDeLo: RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?)

  • http://twitter.com/servicesquad/status/13104300607 AreYouBeingServed

    RT @MTw1tter: @service squad Can we expect this in Sg? RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 #sg

  • http://twitter.com/jeremybryant/status/13111049549 Jeremy Bryant

    Google Reader: Information as Theater – The Power of Humanized Description – Thanks Jay, great read! http://bit.ly/aFvdtl

  • http://twitter.com/ericjacques/status/13129809736 Eric Jacques

    RT @LIDOcg: RT @JimDeLo: RT @jaybaer: One person in your company CAN make a difference. http://bit.ly/92C678 (who's your Randy?) <– WOW!

  • http://twitter.com/vernongirl/status/13138807160 Courtenay Pitcher

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 <===a great read!

  • http://twitter.com/imexposed/status/13143338020 Marcelo Bacchi

    Marcelo Bacchi: Information as Theater – The Power of Humanized Description: I am typing this on a US Ai… http://bit.ly/bZmBLO :IM Expert

  • http://twitter.com/marcelocbacchi/status/13143337905 Marcelo Bacchi

    Marcelo Bacchi: Information as Theater – The Power of Humanized Description: I am typing this on a US Ai… http://bit.ly/bZmBLO :IM Expert

  • http://twitter.com/persuasionfox/status/13144475678 Matt Fox

    The Power of Humanized Description http://bit.ly/cNp8bA

  • http://twitter.com/richardwhatif/status/13240445947 Richard Bosworth

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 > Simple but obvious

  • http://twitter.com/richardwhatif/status/13240445947 Richard Bosworth

    RT @jaybaer: Information as Theater – The Power of Humanized Description http://bit.ly/92C678 > Simple but obvious

  • http://ariwriter.com Ari Herzog

    I laughed when I saw the picture. I don't fly a lot, but I've been on US Air in recent years; and that is the only airline (in comparison to American, JetBlue, and Southwest) that employs older white males as attendants and not younger women.

  • http://ariwriter.com Ari Herzog

    I laughed when I saw the picture. I don't fly a lot, but I've been on US Air in recent years; and that is the only airline (in comparison to American, JetBlue, and Southwest) that employs older white males as attendants and not younger women.

  • http://jasonkeath.com jakrose

    Damn good read Jay. Did you record the gentleman? Or do you have some kind of amazing word for word memory? Just curious. Great insight. Great story.

  • http://jasonkeath.com jakrose

    Damn good read Jay. Did you record the gentleman? Or do you have some kind of amazing word for word memory? Just curious. Great insight. Great story.

  • http://www.convinceandconvert.com jaybaer

    Good memory, and i started writing this post 5 seconds after he
    stopped talking. It just struck me instantly as something i should
    chronicle.

  • http://www.convinceandconvert.com jaybaer

    Good memory, and i started writing this post 5 seconds after he
    stopped talking. It just struck me instantly as something i should
    chronicle.

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/brynajones/status/13310149991 Bryna

    This post made my day! :) – Information as Theater – The Power of Humanized Description – http://bit.ly/92C678 (via @jaybaer)

  • http://twitter.com/jakrose/status/13313228697 Jason Keath

    "Information Isn’t Boring By Accident. You Make It That Way." via @jaybaer [http://bit.ly/cnBqeW]

  • http://twitter.com/jeaston1/status/13314864182 John Easton

    RT @jakrose: "Information Isn’t Boring By Accident. You Make It That Way." via @jaybaer [http://bit.ly/cnBqeW]

  • http://twitter.com/cfboeninger/status/13336859478 Chad F. Boeninger

    very cool post "Information as Theater". Gives some good perspective to our often boring library information sessions http://bit.ly/cnBqeW

  • http://twitter.com/cfboeninger/status/13336859478 Chad F. Boeninger

    very cool post "Information as Theater". Gives some good perspective to our often boring library information sessions http://bit.ly/cnBqeW

  • http://twitter.com/philontilt/status/13384009785 Philontilt

    Information Isn’t Boring By Accident. You Make It That Way. http://bit.ly/cTN0Y7 via @jaybaer

  • http://twitter.com/lauren_at_l2/status/13426606858 Lauren Proctor

    Information as theater and the power of humanized description: http://bit.ly/aLbfaG

  • http://twitter.com/lauren_at_l2/status/13426606858 Lauren Proctor

    Information as theater and the power of humanized description: http://bit.ly/aLbfaG

  • http://buhlerworks.com/wordpress JEBworks

    Great to hear that leople like Randy still exist in an industry that over the past few decades has gone from being a provider of personal attention and service to basically being airborne cattle cars where the attendants openly admit they are actually present only to provide certain safety aspects, i.e. often silly instructions you better follow obediently if you don't want to be welcomed by the police at the destination.
    This in stark contrast to the early days of my days as a passenger, and airline staff, when both Randy and I were young and the duty of stewards and stewardesses – what quaint and politically oh so incorrect terms – was also safety but very well cloaked in a service attitude now near extinct, except for the very few Randy's left flying the un-friendly skies. Great story, Jay, thanks for sharing it and giving Randy his due. Who knows, maybe some of us win the airline crew lottery and have Randy on board od a future flight to make it memorable.

  • http://twitter.com/jebworks/status/20007135538 Joe Buhler

    RT @jaybaer: Information As Theater – The Power of Humanized Description http://om.ly/poem

  • letstalkandchat

    I just found a great company that builds websites for info products. To keep your costs low, they’ll mentor you on how to create your site, design a marketing funnel (one of the guys works in Hollywood and makes really slick videos), and the other guy programmed Myspace. If you’re looking to have professional web design for your small business and not waste any time or money then check their site out. Check them out: http://www.mikelmurphy.com/easy-info-product-site-system/

  • SandyElbaum

    I just had the pleasure of flying with Randy and he is indeed the best flight attendant around. I was sure he must have caught other people’s attention, so I came home and googled “randy; usairways; flight attendant” and found your beautiful description. Thanks for pointing out how special he is. Before I left the plane I wrote him a thank you note and handed it to him as I was leaving. People who do their job superbly don’t get enough credit. Thanks, Jay, for calling attention to this national treasure.

  • SandyElbaum

    I just had the pleasure of flying with Randy and he is indeed the best flight attendant around. I was sure he must have caught other people’s attention, so I came home and googled “randy; usairways; flight attendant” and found your beautiful description. Thanks for pointing out how special he is. Before I left the plane I wrote him a thank you note and handed it to him as I was leaving. People who do their job superbly don’t get enough credit. Thanks, Jay, for calling attention to this national treasure.