Above & beyond

For nearly 40 years, St. Paul member Shelly Decker has lived much of her life above the clouds —serving as a corporate flight attendant with a passion for excellence, a heart for mentoring, and a gift for the little things that make a big difference.

From Port Byron to Paris 
Born and raised in Port Byron, Ill., Shelly’s journey to the skies wasn’t initially part of the plan.

“I thought about becoming an accountant, but I wasn’t sure what I really wanted to do. College wasn’t for me,” Shelly said. “My sister, a teacher-turned-flight-attendant, nudged me toward aviation. She talked me into going to an interview. I was terrified of flying; why would I want to be a flight attendant? Once I get in the air, I’m so focused on the job, I don’t even think about it. Flying has become as normal to me as getting in a car is to most people.”

Shelly began in commercial aviation, like many in the industry. But a friend introduced her to corporate aviation where she served many large companies. Shelly worked for Caterpillar out of Peoria for 13 years and now works contractually for businesses, organizations, and individuals. She’s held a number of leadership positions including flight attendant supervisor in charge of hiring and training, cabin safety manager, and other roles.

“Corporate aviation was the best-kept secret I ever discovered,” she said. “After the events of Sept. 11, 2001, I took a leave of absence from the airlines. A few years later, I chose to stay on the corporate side and I never looked back. Corporate flying gave me the chance to really connect with people and provide something exceptional.”

Train for the Unexpected 
The training for a flight attendant is rigorous. Corporate flight attendants are trained in everything from culinary arts to emergency medical response.

“We go through MedAire training every year. There is a training center in Savannah, Ga. and we spend a week training down there. The training entails smoke cabin drills, fire training, and life raft drills. It’s intense. Years ago one of the flight attendants suggested we train to become emergency medical technicians (EMTs) along with the other training we complete.  When you become a flight attendant, your safety focus becomes laser focused.”

She’s also completed the Ritz-Carlton Leadership Center’s Customer Experience and the Disney Institute’s service training programs to learn how to provide extraordinary experiences.

“One of the best pieces of knowledge someone shared with me was ‘everyone has a budget.’ Even the Ritz has a budget,” she said. “But you can still provide world-class service. It’s about anticipating needs, knowing preferences, and adding those special touches. I would love to attend butler school. You never stop learning.”

Shelly’s culinary training includes proper plating and reheating techniques, and sometimes cooking meals from scratch—especially when finding catering in foreign countries provides challenges.

“In this type of position, you have to be resourceful. Portion sizes vary around the world. Ingredients are different. You make it work.”

Shelly credits much of her success to the mentors who guided her early in her career.

“I’ve had phenomenal mentors. I’ve made a lot of friends. The world can feel really small. You never know when you’ll run into a familiar face halfway across the world. I’ve been doing this long enough now to be a mentor myself. I’m an open book. I get to share the knowledge and the wisdom I’ve learned with others.”

She’s trained and onboarded dozens of flight attendants, including her niece—her first official mentee.

“It’s like having a bunch of kids. I get texts and calls all the time asking if I know a good caterer in Paris or have a recommendation. We’re a tight-knit community.”

A Special Touch 
What sets Shelly apart is her attention to detail and her love for going above and beyond.

“On Father’s Day, I’ll bring in cookies shaped like ties. If someone is bringing their dog, I’ll make sure to have dog treats onboard. Often, we’re traveling on holidays, birthdays, special events, and we’re away from our families so those special touches make a big difference. I’ve designed personalized menus to make trips memorable. Watermark Corners helped me craft a three-dimensional fly-fishing rod incorporated into a menu for a group on a flyfishing trip. It’s about creating moments. If I don’t know how to do something, I find someone who does. There’s always that next level. Just give them the pickle.”

Shelly references Give Them The Pickle, a customer service philosophy that emphasizes an exceptional level of client care in which an extra touch, attention to detail, and a little effort and creativity can add a lot to an experience.

“Everyone has a budget. But it doesn’t cost anything to be kind, to learn someone’s name, remember their favorite drink, or create a personalized experience.”

Shelly’s philosophy is simple: quiet, uncommon service.

“Often, the people flying with us are working and are very busy. Refill the drink without asking. Clear the plate without interrupting. Know who you’re working with and what they need before they ask.”

Home Life and Balance
Despite a career that’s taken her to countries around the world—from riding elephants in Bali to planning for an upcoming two-week trip to Paris and Naples — Shelly’s favorite place to travel is home.

“Every Sunday night, we meet my parents at Frank’s Pizza in Silvis. My parents are getting older, and I’m gone a lot, so that time is sacred.”

She and her husband Dan, who will celebrate 25 years of marriage this June, have built a life of balance and ritual.

“We love sports. We have our Friday and Saturday date nights. The secret to a long marriage? My job,” she jokes. “We get time apart, and we really value the time we have together. Our dogs, Rex and Charlie, learned to FaceTime so I can see them when I’m gone. They’ll bring their chew toys up to the camera for me to see.”

Shelly’s husband Dan owns his own septic business. Shelly said he holds down the fort at home while she’s gone and she couldn’t do the work she does without his partnership and support. The flexibility of Dan’s schedule allows him to travel to meet Shelly, tend to the 10 acres of property they own, and participate in the hobbies he loves like biking RAGBRAI and running the Bix.

For Shelly, she sees herself continuing to fly for many more years.

“I’ll probably never retire,” she said. “I have a friend in her late 70s who’s still flying. I love what I do. No two days are alike. Everything is always changing. Flexibility is huge. I’m very blessed. Thank goodness I didn’t stick with accounting.”