Junior Granville Greets and Guides with Empathy
Stationed by the B/C security checkpoint on a busy travel day, Junior Granville (he/him) with ABM noticed an elderly traveler who appeared very nervous. He asked how he could help, and she admitted she was scared to fly.
He engaged the woman in conversation to help establish a personal connection and offer comfort. The traveler explained that her husband passed away last year and this was her first flight without him. Junior asked if he could accompany her to the TSA checkpoint. “You would do that for me?” she responded.
As they walked, the woman showed Junior photos of her home decorated for Christmas in honor of her late husband. At the checkpoint entrance, Junior told her that he would try to check on her at her gate. She thanked him and went through the checkpoint.
After returning to his post, Junior felt uneasy about leaving the passenger, so he returned to find her. He met her just past the checkpoint and she smiled when she saw him. “I told you I would check on you,” he said. “Can I walk you to your gate?”
As they walked, they talked about family and she showed him more pictures. As they reached her gate, she turned to Junior and said, “I’m starting to feel better. I’m going to tell my son about you. I can fly now.”
Junior assists dozens – if not hundreds – of people every day as a customer service agent. But, he said, so far this has been his most rewarding opportunity to help a traveler.
Junior was honored at the PDX People Customer Service Awards, where we recognize airport employees who truly stand out as extraordinary. Missed the virtual awards ceremony? View the event recording or read about past winners. You can also nominate an employee who embodies the PDX People values and serves as a shining example of great customer service for next quarter – submit a nomination now.
