09/21/2026
Pivot Tips are a labor of love for CX Programs Manager Nicole Cochran. Available to clients in our Reinforcement Training Program, they are personal anecdotes and reflections with real-world lessons—stories that teach and add to our own wisdom. We’re sharing her latest with a broader audience because Matthew’s example is timeless. And perhaps particularly timely.
Pivot Tip #516
📷📷Today was only the third time I've ever cried on a plane.
The first was 22 years ago, fueled by frustration and discomfort. The second was a sympathy cry after sitting next to a man who had lost his father the night before and quietly wept for most of the flight.
This time was different.
I got to share a row with Matthew.
Matthew was traveling alone for the first time and immediately struck up a conversation. He asked all the important questions: favorite color, favorite pet, favorite football team, favorite pizza toppings. We celebrated our shared love of dogs and orange and agreed that, while I wouldn't choose triple-meat pizza, it wasn't a dealbreaker for our friendship.
Then Imee arrived to take the middle seat. I'll admit, I worried. Not everyone knows how to respond to people who experience the world a little differently. So, I welcomed her to "the friendliest row on the plane."
Turns out, she fit right in.
Matthew drew portraits of both of us. Mine included the book I was reading. Imee's was labeled "Most Beautiful Friend." He also wrote a thank-you note to the flight crew. I never saw what it said, but one by one they came to shake his hand, many with tears in their eyes.
After we landed, Matthew got to visit the cockpit. He was so happy he cried.
And then I did too.
We spend so much time looking for ways to stand out, impress people, or make an impact. Matthew reminded me that sometimes the most powerful thing we can do is simply be kind.
The next time you're wondering how to brighten someone's day, don't overthink it. Ask a question. Offer a compliment. Write a note. Make room for someone to belong.
Kindness is simple. And it travels farther than we realize.
Nichole Cochran - CX Programs Manager
Pivot Group, LLC
Email: [email protected]
