Who is The Company?
Late Monday afternoon on April 23rd my husband flew American Airlines 8+ hours through the night from Philadelphia to Munich. An hour and a half before the flight landed while the cabin was dark and most passengers were sleeping the airline blared an announcement asking people to donate to a charity - something that could have occurred earlier.
My husband questioned the flight attendant who told him to go to AA.com & file a complaint with the company.
(Not that it should matter but my husband flew business class and is Concierge Key, all which the flight attendant knew.)
Subsequently, the pilot came out & told him the same thing.
Let’s replay this:
Pilot: #1) You and every employee are the face of the company - you own its behavior. Apologize and fact find. “I understand you had a bad experience and I apologize. We value your business. Please tell me what happened.”
#2) Affirm the toll. “I understand that you probably have to work as soon as we land because it will be 8:00 am and wish you had gotten more sleep.”
#3) Thank and assure. “Thank you for bringing this to my attention. You have my word that I will address this. I apologize that we contributed to a bad experience with American Airlines. We do value you.”
Like it or not you represent your company. You're not a renter. Own your work.
Your coach,
Mary Lee
P.S. Feel free to send this link to someone who could benefit from it. We are all walking down the same road in life.
Mary Lee Gannon, ACC, CAE is an executive coach and 18-year corporate CEO who helps leaders have more effective careers, happier lives and better relationships. Get her FREE Career and Life Planning Tool to be more effective, the leader everyone wants to work for and have a better connection with the people who matter while it still matters. If you don't know where you will be at the end of 2018, you are already there.
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