I was running out of steam.

I was running out of patience.

I was running out of kindness.

I was running out of the ability to contribute to others in a positive way, because my cup was almost on empty.

As I was running out of these good things, I could feel myself slowly filling with and defaulting to anger, frustration, and absolutely zero patience.  Emily always reminds me of this when she mentions that my smile slowly disappears, turning to a serious, stern glare accompanied by my “resting dick face.”

Point is, I was very much looking forward to jumping on this plane, passing out for 4 hours and catching up on some much-needed sleep to refuel and refill my cup. What seemed like a slow-moving eternity on the tarmac was finally winding down.  With only three people in front of me boarding the plane, I noticed there was a front row aisle seat open!

“YES!” I celebrated.  I love the front row, and I love it for many reasons.  A little extra leg room, I get the first drink and pretzels, close to the bathroom, first off the plane, and typically I get to interact with the flight crew, who on Southwest flights are usually very enjoyable, funny and kind.

But…

“He is going to puke!’ exclaimed dad again.

These comments by dad were interjected in between the universal sounds and body language his son was presenting, signaling he was about to show me his breakfast, right there on the tarmac.  As the moment of truth arrived for this adorable young boy, I noticed a trash can in front of me.  I motioned for dad to bring his son to the trash can, and there he threw up.

I turned back around to enter the plane and was greeted by a young woman named Shannon, one of the flight attendants.  I was then greeted by this man’s son again as he was preparing for round two of the vomit session.  Shannon grabbed the boy a trash bag as he, his father, Shannon and I tightly danced around the airplane entrance attempting to avoid catching breakfast, and then, finally:

Front row, aisle seat! 

I grabbed a seat, settled in and then…

I passed out.

During one point of the flight, I woke up.  Working next to Shannon was another young woman named Kay.  At one point during the flight we began chatting it up.  They noticed my Northern Colorado Jiu Jitsu and Self Defense t-shirt, and we began conversing about what I did professionally, my family, and the upcoming few days in Florida.

I passed out again.  Woke up again.

Every time I woke up, I noticed something.  I kept being drawn to something.

I couldn’t help but notice how warm, kind, friendly and joyful Kay and Shannon were as they worked serving passengers on the plane.  Now, I know this is a Southwest thing.  They say the fun slogans, tell funny jokes, and place importance on the customers experience. These two ladies not only did this, but really seemed to have a heart for people. Not only were they having fun, being joyful and spreading joy around the plane, but they also seemed to be joyful and sincere with each other as they conversed in front of the plane, just outside the cockpit doors.

I passed out again.

I woke up again as Kay and Shannon began poking holes in the ends of some Southwest pretzel bags.  They were laser focused on stabbing these bags precisely in the four corners so that they could then pass their iconic Southwest red, plastic, heart topped coffee stir sticks through the bags. I asked what they were doing, and they shared.

“SHHHHH! We are making a birthday crown for the 12-year-old girl sitting behind you.”

“Hey ladies,” I interjected. “Can I take a picture of this crown?” 

I mentioned to them that I am working on my next business book and that what they were doing was not only amazing, but also an impactful story I could share in my upcoming book. What they were doing was a perfect example of something that is very near and dear to my heart.  What they were doing was something that all impactful businesses have in common.  What they were doing, is what we as humans were built and designed to do at our core. What they were doing was:

Pouring Into People.

I explained the concept to them and thanked them for their hearts and kindness towards the little girl.  They agreed I could take a photo of them and the crown and then told me:

“Wait until you see what we do with this crown at the end of the flight.”

“Hey, can we make you a crown, Matt?” asked Shannon and Kay.

I told them if they did, I would display it in my leadership library at the Sevilla Center.

I passed out again. I woke up again.

Shannon and Kay were laser focused again on punching small holes in more pretzel bags.  They looked at me over and over, more specifically my head, to determine how many bags this crown would need. Just a few minutes later they gifted me the crown. 

“Happy Father’s Day, Matt!” They stated.

When they told me this, it warmed my heart. I began to fight to hold back tears. At that moment I realized how tired I was, how drained I was, how much patience and kindness I had recently been lacking, and that I was approaching Father’s Day on Sunday. All these ladies did was make a silly little crown and tell me Happy Father’s Day. This silly little crown was just a bunch of pretzel bags stuck together with plastic stir sticks, right?

Wrong. 

This silly little crown was the result of a process that Shannon and Kay understood.  This silly little crown was the result of the intention of their hearts.  This silly little crown was the example of what every impactful business focuses on, and it is…

THE PEOPLE.

More specifically, relentlessly pouring into them.

Shannon and Kay, whether they knew it or not, were naturally were working through a simple process that creates and builds successful and impactful companies.

They were working through the Pour Into People Process which is simply.

1. Being attentive to and aware of a human’s need.
2. Identifying how they can meet this need by using their gifts, skills, passions, and resources.
3. Considering how they can meet this need in a creative, unique and memorable way, and then.
4. Taking action!

Example.

1. Shannon and Kay identified is was a 12-year-old’s birthday.
2. They had pretzel bags and stir sticks available, knew how to make a crown, had the time and resources and excitement to make this crown.
3. They would present this crown in a very unique way at the end of the flight.
4. They got to work, made the crown and then…

I was jolted awake as the plane’s wheels hit the tarmac, landing in Tampa.  As we taxied and prepared to exit the plane, Shannon and Kay completed step 4 by getting on the intercom, announcing this girl’s birthday and presenting her with the crown.  Turns out she was an unaccompanied minor and was traveling with some friends for her birthday.  The plane clapped and cheered, the girl’s eyes lit up, and I exited the plane holding my own crown.

I spent the weekend getting some much-needed Matt time, attending Darren’s wedding and then on Father’s Day morning, flew home to be with my family.

The Sunday morning Father’s Day flight back to Denver was very early and not as eventful as the flight to Florida. I slept on the plane, it landed smoothly, and I exited.

As I was exiting a moving walkway, I jumped off and landed right next to…

Shannon and Kay!  I stopped to say hello, and they were very happy to see I was holding my Father’s Day crown.  We chatted quickly, they wished me Happy Father’s Day again, and then, whether they knew it or not, they executed on the Pour Into People Process.

They walked over with me to the end of the gate area overlooking the lower level of DIA, and posed for a photo.  They presented me with my Father’s Day crown in a king like fashion. It made my day, and warmed my heart all over again. 

As you venture into life, leadership and business, whether you know it or not, you affect people. You impact people. Your story meets the story of others every day and you have the opportunity to make that person’s story better.  Remember to Pour Into People.

Kay and Shannon, thank you for being such an amazing example of Pouring Into People in action!