goodwill moves efficiency
to tangible warmth
Adapted from the book, A Week at the Airport: A Heathrow Diary (2009, Vintage Books) by Alain de Botton, and the passage:
But however skillfully designed its incentive structure, the airline could in the end do very little to guarantee that its staff would actually add to their dealings with customers that almost imperceptible measure of goodwill which elevates service from mere efficiency to tangible warmth. Though one can inculcate competence, it is impossible to legislate for humanity. In other words, the airline’s survival depended upon qualities that the company itself could not produce or control, and was not even, strictly speaking, paying for.
Part of the series of Haiku inspired by from A Week at the Airport: A Heathrow Diary (2009, Vintage Books) by Alain de Botton. I discovered this book entirely by accident. When searching for books online, I will use the term ‘collections’ and see what turns up. I figure that someone who has taken the time to gather together the etexts of any one author to create a collected works folder is enough for me to see what this author might be all about.
In this case I came across the writing of Alain de Botton. I enjoyed his use of language very much. Much of the words he strings together lend themselves to what I do.
As for his book, I recommend it very much though written in 2009, it misses the added layer of travel under covid but still the picture of the modern airport is worth the read.