WestJet Activates the Definition of Service (and really good PR)

By: Mitchel Quek

WestJet Understands the Definition of Service (and good PR)

– by Ron Kaufman

WestJet, a Canadian airline, created and delivered an extraordinary example of our definition of service. They took action to create value for someone else. With a cheeky Santa Claus dressed in blue and a backup team of 150 team members, the airline delivered joy, surprise, and great value – for those onboard the flight as well as the many millions of viewers who have been uplifted by this special event.

What is the definition of service?

When I first saw this video there were 127,000 views on YouTube. Today there are more than 35,000,000 (and by the time you view this, there may be many more).

This is much more than a successful advertising or public relations campaign. This is a reflection of what happens when we care about others, take action for others, and make other’s dreams come true. Look at the faces of the WestJet employees. They are as elated to be in service as the passengers are to be served. The PR department at WestJet must be elated, too. And that’s a very good thing, because they deserve it.

What can you do to earn and enjoy such pleasure?

Now that you have seen a first-hand example that shows the definition of service, think about the following questions:

  • Who can you focus on, listen to, and care about?
  • Who can you delight?
  • What actions can you take to create uplifting service and truly astounding value?