LinkedIn user Yasmine Khater shared her experience with a Certis Cisco officer, Li Fang Wee, who went the extra mile to help her when she accidentally brought her toiletries in bottles that exceeded the 100ml limit.
She detailed her experience in a lengthy LinkedIn post, which has since gone viral.
Here is what she said
I am at the security check with a big bag of toiletries in my hand that I forgot to check in.
The Certis staff says: “mam, we have to throw this away, the bottles are over 100ml”.
“I was like no, they are nearly empty”.
I forgot it was not about the amount in the bottle.
It’s the bottle size.
Human error or side effects of the pandemic.
Sunscreen and soap are easy to replace.
But I have curly hair.
The wrong shampoo and conditioner will dry my hair out.
But I also look like an untamed beast.
“You can keep everything… but can I at least keep the conditioner”
I thought I could negotiate my way, but regulations are regulations.
Li Fang asked for my boarding pass and said “Mam, you can go to the pharmacy and buy travel bottles, you have enough time”.
I was so grateful for the tip rushed over.
Not realizing that filling a tiny shampoo and conditioner is not as easy as it looks.
While I was filling the shampoo, she grabbed a spoon and started filling the conditioner. We laughed together at this situation and if the airport was busier I would suffer alone.
One of my favorite quotes by Dr. Maya Angelou is…
“I’ve learned that people will forget what you said,
People will forget what you did,
But people will never forget how you made them feel.”
How do you make someone feel when they are frustrated?
– leading a team,
– managing a client or
– even dealing with a personal relations.
Your ability to communicate with empathy and putting the other person in mind makes you influential.
Thanks, Li Fang Wee from the Certis team at Changi Terminal 4 for such a wonderful experience