[Flash] When a TSA Agent and the Sixt Manager Helped Me

Last week, after I returned my rental car to Sixt at Newark Airport in New Jersey, I walked across the street, passed through security, purchased a hot cocoa, and headed to my gate.

And then my cell phone rang—an unknown number from NJ. Suspecting it was important, I answered.

It was Heric, the manager at Sixt Rental, asking me if I still had my car key. 

Yikes! I did! (And it was about to cost me $450!)

Heric then gently asked me if I was able to return to the counter to drop off the key. I shared that if I leave the gate, I might miss my flight.

We concocted a plan — let’s meet at security!

By this point, the crowd had thickened, and I couldn’t even see Heric. I needed more help.

I recruited TSA Agent Lisa, who patiently listened while I regaled her with my plight.

Without hesitation or irritation, Lisa instructed Heric (who was on speaker phone) to raise his hand high and wave. We spotted him! Lisa took the car key to the other side of the scanners and handed it to Heric.

When Lisa returned through security, I tried to give her some money, but she wouldn’t take it. So, I gushed my appreciation!

I surmise that Heric and Lisa share my sentiment: I resist strangers, but I really like people.

They were not required to help me, let alone coordinate efforts in the process — it was not part of their job. I was just a stranger. Another body moving through the airport.

Until I became a person. 

Listening as I shared my predicament transformed me from a stranger into a human. And it activated their prosocial behavior.

Lisa and Heric wanted to help me. In fact, they created a way to help me!

Research shows that we tend to take action to help others when:
(1) We feel a sense of connection to the person.
(2) The situation is unambiguous.
(3) We know how to help.
(4) Costs of helping are low, and the perceived benefit is high.
(5) We feel confident our effort will make a difference.

Even mentoring is steeped in prosocial behavior! It only works when we turn strangers into friends, share dilemmas, and welcome assistance.

Strangers sidestep strangers, while people promote people. 

© 2025. Ann Tardy and MentorLead. www.mentorlead.com. All Rights Reserved.