If you clicked to get here from my LAX blog, this Groundhog Day clip ( only 4 minutes ) is repeated here. For those coming here from MySpace, this is the clip in question.
This is one of my favorite films of all time. It has 3 things that I'm wild about in film and literature and that is.... themes or story lines about "time".
Time stopping - time repeating ( as in the case of this story ) and also time warps are the ultimate fantasy or possible nightmare.
In the case of Groundhog Day, Phil finds redemption. He can choose to live in the hell of everything being the same every day or.... he can change his attitude, his actions and take advantage of the situation.
Watch in these scenes as he changes each day in order to try and "win" the girl
Bill Murray was born for this role. I have stopped counting how many times I've'watched
this movie -- I love it that much.
yes the humor lies in the fact he "lies" each day to win her. He is totally charming and you forgive him.
He actually begins to help people, becomes the town hero, and wins the heart of the girl, not for lying but for becoming a better person in the process.
OK - So how does this relate to my job? If anyone roves at the self serve kiosks, it is just like being Bill Murray every day. Every morning dozens of people have never seen or checked in at a self serve machine. Every morning the same person asks the same questions over and over and over. They might have different names and faces but they all have the same script. "This machine can't find me". "Where do you swipe the passport"? "I need help, I've never used a machine". "Someone else's card bought this ticket".
"Ned!!!! Ned Ryerson....!!! Don't you remember me...Phil???" The clock flips back to 6am. Again.
The trick is - I think we have to become like Phil. It's too easy to be annoyed when we hear the same thing every time. Why not become amazingly fast and alleviate whatever problem they are having by anticipating what they'll say, get to the solution quicker, and get them on their way.
We know what the question is half way through - don't let them trick you into thinking your stuck hearing "I Got You Babe" over and over. Be better than that - if Phil can learn French and play jazz piano, why can't we simply guide their hand. As soon as you get them closer to checking in - they relax. We relax. Then we all see our shadow and we can go home.