At 35,000 feet above the earth, moving at 550 MPH, I open my laptop and get busy to work. Suddenly, a nice person walks by and says, “Excuse me Mr. Poore, would you like a warm towel?” I close my laptop and turn to this professionally dressed flight attendant and say, “Absolutely! Thank you!”
She uses a pair of silver or plastic tongs, pinches one cloth and gently places it into my cupped hands.
Recently, due to how frequently I fly, I’ve often been upgraded by the airline to sit in the first class cabin. When that happens, I can’t help but appreciate the little warm touch that comes from them giving me a little warm or chilled white towel. When I think about the effort and impact…I notice…
I don’t know how much it costs to make and clean these little wash cloths, how hard it is to package, how long it takes to chill or microwave them to the right temperature, or how much actual time and effort it takes to distribute to all 20 first class passengers…and then collect and dispose of them…but I do know how it makes me feel when I get one.
It makes me feel special.
I really think the airline cares about me and wants me feel comfortable. The towel helps me wake up in the morning or feel refreshed after a really long day. Either way, I think, “Ah…that’s nice.”
And then the little touch of unexpected…the little hint of rose water smell on my hands. I think, “Nice touch!” Personally, I would never purposefully wear a rose sent, but this is a nice touch you can’t help but notice (unless you fly so much you’ve forgotten these little things).
But now here’s the million dollar question: If it feels so good, and assuming it does not cost too much, WHY WOULD’NT WE GIVE YOU ONE EVERY DAY IN THE HOSPITAL when you need it most? Of all the times you need to feel warmth in your hands, to clean your hands, or just be pleasantly surprised by human decency or human kindness – why not now? Why not at your most vulnerable moment? Things that make me go, “HMMMMMMM!”
So what do you think? Have you ever received these warm towels? How did they make you feel? How do you think something like this could enhance the patient experience? Comment below or send us a tweet