Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday. When you look at the hierarchy of excellence, it is much like a pyramid. You really can’t get to the pinnacle...
With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their...
Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
We have all seen the videos. We have all cringed as we see the airlines continue to misbehave. We have seen folks removed from planes, families disrespected, and bargain airlines take pride in their lack of Customer service. Now let’s begin by clearing the...
When you start to notice that your team isn’t performing at maximum potential, you have to move quickly. Performance management is a slippery proposition – and one that can very quickly deteriorate out of control. As leaders, one of our key values has to...
