These Two Little Words Can Change Your Work Culture

I have been flying a lot lately to speak at events across the country—from California to New York to Ohio to Florida—so I see a lot of interactions with airline employees. In all those miles, one thing keeps catching my attention: the conspicuous absence of two simple words:

Thank you.

It’s shockingly rare to hear travelers thank the hard-working airline employees who keep the whole system from collapsing like a Jenga tower. Honestly, it’s starting to bother me. Were these people raised in a barn? Or in the woods by semi-domesticated raccoons? When did we stop saying “thank you?”

I have made it my mission to make up for these dunderheads who lack the common courtesy their mamas should have taught them when they were two years old—I supply an overabundance of gratitude.

• TSA? “Thank you for being here this morning. I know it’s early and I appreciate that I can get through this security line quickly.”

• Ticket scanner? “Thank you for being like Quick Draw McGraw with that scanner gun. It’s nice to get through this boarding quickly.”

• Baggage person who takes my luggage? “Thank you for working so hard in this heat/cold.” (Like I said, I’ve been to a lot of different places, and the weather has a mind of its own.)

It kind of breaks my heart when they look at me in surprise because I said two simple words that everybody should be saying: thank you.

Which leads me to an uncomfortable leadership question: When was the last time you thanked your employees simply for doing their job?

• Not for exceeding expectations.

• Not for saving the day.

• Just…for showing up and doing what the organization needs them to do.

Because gratitude isn’t just good manners—it’s a leadership multiplier. And unlike airline booze, it doesn’t cost extra.

Gratitude isn’t just good manners—it’s a leadership multiplier.

This week, focus on:

• Specific praise: Go beyond “good job” and say exactly what mattered.

• Praise publicly: The only thing better than hearing “thank you” is hearing it when other people are listening.

• Consistency: Make appreciation part of your weekly rhythm—not just for Thanksgiving.

A workplace culture built on gratitude is stronger, happier, and far more resilient—kind of like an airport employee who’s survived 14 holiday travel seasons.

Who needs to hear “thank you” from you today?