In the 1964 Supreme Court case Jacobellis v Ohio, Justice Potter Stewart used the now often quoted phrase, "I know it when I see it," to describe his threshold test for obscenity. For you history buffs, the actual statement was: "I shall not today attempt further to define the kinds of material I understand to be embraced within that shorthand description ["hard-core pornography"], and perhaps I could never succeed in intelligibly doing so. But I know it when I see it, and the motion picture involved in this case is not that." It has been said that this expression became one of the best-known phrases in the history of the Supreme Court.
I know from experience that the phrase can also apply to an organization that operates with a culture of excellence. I knew it when I saw it, and it was as plain as day.
When I was looking for an airline pilot's job, I interviewed with Eastern and Delta during the same month. I was living in northern California at the time, and Eastern gave me a first-class ticket from San Francisco to Miami on an L-1011 jumbo jet. A couple of weeks later, Delta gave me a first-class ticket from San Francisco to Atlanta on an L-1011 jumbo jet. And that's where the similarities ended.
Mediocre in Miami
The entire experience with Eastern was mediocre at best and bordered on chaos. It began at the check-in counter with hardly an acknowledgment from the agent and no clear explanation of the ticketing process for me, an interviewee. It continued at the gate with my old roommate from the Air Force Academy, who coincidently was on the same flight and going to Miami for a pilot's interview. When my roomie was not called to board the flight, he politely asked the gate agent about his status. The agent yelled at him and told him to be patient. It turned out that the agent had misplaced his boarding pass under some other papers.
On the flight, I was offered a drink but never received it. The flight attendant brought another passenger a drink but had trouble opening the can. She thrust it to the passenger and angrily said, "Open it yourself. I just chipped my nail."
The next day when we arrived at the employment building, it was a madhouse. The receptionist was on the opposite end of the room, and throngs of noisy people were in line ahead of us. We did make it to our interviews but agreed after comparing notes that everything was totally disorganized.
Excellence in Atlanta
Two weeks later, I was at the San Francisco airport headed for my interview with Delta. The counter agent had previously received all my information from Atlanta and clearly explained what I was to do. At the end of our conversation, she gave me a big smile and wished me luck with my interview.
When I took my seat on the plane, the flight attendant was immediately there to take and hang my coat and to take my drink order. She returned almost immediately with my request. When she brought my jacket to me at the end of the flight, she smiled and wished me luck with my interview.
The next day when I arrived at the employment center, the receptionist desk was right upfront. She had my required information at her desk and pleasantly instructed me where to take a seat. Others were sitting quietly in the room. When my interviewer was ready for me, the receptionist ushered me back and, with a smile on her face, wished me luck with my interview.
I was offered pilot positions with both Eastern and Delta. I chose Delta because I know excellence when I see it.
Today Eastern no longer exists. Delta is the most awarded and most profitable airline in history. Yes, you can see excellence.
A Quote To Consider!
"Once you have experienced excellence, you will never again be content with mediocrity." Thomas S. Monson
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