I am back in DC this time, and this photograph was taken at gate A1, San Francisco airport, and shows a VirginAmerica employee leading a mini US Open Golf Tournament at the gate before boarding. The gate area right before a transcontinental flight is probably the last place you expect to see community being created, but this was what was attempted yesterday. Just the fact that the VirginAmerica staff person stood in front of, instead of behind, the podium, says something about being as close to your customer as possible.
