Re: Don't You Wish All Administrators Had This Attitude?
    Posted by: teacherdad on 1/06/15
    () Comments

    On 1/04/15, Curious wrote:
    > From Huffington Post:
    > "Gordon Bethune is a brash Texan (as is Herb Kelleher,
    coincidentally) who is
    > best known for turning Continental Airlines around "From
    Worst to First," a
    > story told in his book of the same title from 1998. He
    wanted to make sure
    > that both customers and employees liked the way
    Continental treated them,
    > so he made it very clear that the maxim "the customer is
    always right" didn't
    > hold sway at Continental.
    >
    > In conflicts between employees and unruly customers he
    would consistently
    > side with his people. Here's how he put it:
    >
    > When we run into customers that we can't reel back in,
    our loyalty is with our
    > employees. They have to put up with this stuff every day.
    Just because you
    > buy a ticket does not give you the right to abuse our
    employees ...
    > We run more than 3 million people through our books every
    month. One or
    > two of those people are going to be unreasonable,
    demanding jerks. When it's
    > a choice between supporting your employees, who work with
    you every day
    > and make your product what it is, or some irate jerk who
    demands a free
    > ticket to Paris because you ran out of peanuts, whose
    side are you going to be
    > on?
    > You can't treat your employees like serfs. You have to
    value them ... If they
    > think that you won't support them when a customer is out
    of line, even the
    > smallest problem can cause resentment."

    Sadly, Continental merged into United.


    Posts on this thread, including this one

  • Don't You Wish All Administrators Had This Attitude?, 1/04/15, by Curious.
  • Re: Don't You Wish All Administrators Had This Attitude?, 1/04/15, by I am dreaming with you..
  • Re: Don't You Wish All Administrators Had This Attitude?, 1/06/15, by teacherdad.
  • Re: Don't You Wish All Administrators Had This Attitude?, 2/03/15, by PsyGuy.
  • Re: Don't You Wish All Administrators Had This Attitude?, 2/03/15, by PsyGuy.
  • Re: Don't You Wish All Administrators Had This Attitude?, 2/05/15, by Curious.