Asf farf asf thef staffingf andf cancellations.f If believef bothf situationsf aref justf asf important,f butf

iff theref isf nof nof stafff howf canf youf ensuref thef safetyf off thef passengersf onf thef flight?f

Eitherf youf canf limitf thef flightsf sof thatf stafff canf accommodatef thef passengers,f theyf couldf

conductf moref interviewsf orf makef cancellations.f makingf poorf choicesf inf thef businessf

meansf youf losef profits,f whenf thef pointf isf tof makef profitsf thereâ€™sf notf toof muchf roomf tof

mistakesf unlessf youâ€™ref willingf tof learnf fromf themf andf improvef .Notf allf businessesf treatf

theirf customersf thisf way,f butf theyâ€™ref scenariosf wheref thingsf likef thisf havef happens.f Somef

businessesf startf offf satisfyingf customersf andf havingf greatf customerf servicef andf keepf itf

thatf wayf byf hiringf goodf andf determinedf employees.f Thenf thereâ€™sf thef companiesf whof nof

longerf caref off thef standardsf becausef theyf aref notf theref andf onlyf reapingf thef benefitsf off

othersf labor.f If dof notf believef thisf isf howf businessesf viewf theirf customers.f If definitelyf dof

notf believef thatf allf businessesf runf theirf companiesf thisf way.f Whatf Unitedf didf wasf veryf

uncalledf forf andf inappropriatef andf nof businessf shouldf runf thatf way.f If dof notf believef thatf

anf airline'sf needf tof stafff orf cancelf af flightf isf moref importantf thanf passengersf needsf tof

travelf tof theirf destinationf butf inf theirf casef howf theyf handledf thef situationf showsf thatf theyf

dof believef itf isf moref importantf tof stafff orf cancelf af flight.f If cannotf imaginef howf Dr.f Daof

feelf orf actuallyf experiencingf suchf af thingf hasf hadf af impactf onf him.f Iff anf airlinef makesf af

poorf choicef likef theyf didf inf Dr.f Dao'sf casef customersf wouldf notf wantf tof flyf withf themf

anymoref andf canf makef salesf andf ratingsf gof downf tremendously.f Stocksf willf moref thanf

likelyf mostf definitelyf gof downf af lotf If amf almostf certain.f Thisf isf suchf af tragicf thingf tof

havef someonef gof throughf whenf theyf aref justf tryingf tof getf tof theirf destination.f If donâ€™tf

thinkf thatf allf businessesf runf thisf way.f If donâ€™tf believef thatf Unitedf putf theirf customersf firstf

whichf isf thef onlyf wayf theyf havef af business.f If understandf theref aref sometimesf differentf

circumstancesf thatf canf putf customersf behindf thef well-beingf off theirf stafff butf inf thef

situationf If donâ€™tf seef it.f Forf businessf aroundf smoothlyf theyf havef tof havef customersf thatf

keepf payingf them.f Iff af customerf isf nof longerf payingf thatf companyf thef companyf willf

eventuallyf gof under.f Iff wef treatf ourf customersf disrespectfulf orf cancelf theirf ordersf thisf willf

givef negativef feedbackf fromf customersf tof thef businessf thereforef internf havef af negativef

outlookf onf thef company.Notf onlyf dof youf havef tof worryf aboutf thef customersf youf havef tof

worryf aboutf thef stockholdersf andf thef shareholdersf thatf helpf keepf yourf businessf going.f Iff

theirf shareholdingf orf stocksf plummetf whatf makesf youf thinkf theyâ€™ref goingf tof continuef

payingf intof thef company.f If thinkf mostf businessesf gof byf thef approachf thatf customersf aref

alwaysf rightf evenf thoughf sometimesf theyf arenâ€™t.f Afterf readingf thef examplef "Didf Unitedf

Sacrificef af Customerâ€™sf Well-Beingf tof Itsf Ownf Needs",f If canf seef wheref businessesf suchf asf

bigf corporationsf likef Unitedf tof putf theirf employeesf andf needsf beforef customers.f Thisf isf

definitelyf notf thef firstf timef thatf unitedf hasf cancelledf af passengersf seatf orf rescheduledf af

flightf tof makef suref thatf theirf needsf aref metf first.f Theyf dof notf reallyf lookf atf thef

inconveniencef theyf causef passengersf andf willf usuallyf justf offerf flightf creditf orf somef typef

off payoutf asf anf apology.f Anf airline'sf needf tof stafff orf cancelf af flightf isf importantf butf notf

asf importantf asf thef needsf off thef passengers.f Theref isf alwaysf af secondf optionf whenf youf

aref tryingf tof figuref outf af solutionf tof af problemf andf unitedf shouldf havef triedf tof comef upf

withf af solutionf beforef forciblyf removingf af passengerf fromf theirf seat.f Iff af situationf suchf asf

thef onef inf thef examplef happensf thenf stockf plummetsf andf publicf opinionf off thef companyf

isf foreverf stained.f Theref wouldf definitelyf bef af decreasef inf salesf becausef customersf aref

scaredf itf couldf happenf tof them.f If dof notf thinkf thisf isf howf businessesf viewf theirf

customers.f If thinkf Unitedf wasf inf thef wrongf onef hundredf percent,f andf theirf apologyf wasf af

joke.f If getf thef needf tof stafff af flightf sof theyf neededf tof flyf severalf crewf membersf onf af

flight,f butf whatf iff Dr.f Dao'sf wasf inf thef samef position.f Whatf iff hef wasf flyingf tof Louisvillef

forf af workf relatedf manner,f andf needf tof bef theref byf af certainf time.f Theyf didf notf caref whatf

hef needed,f itf wasf whatf theyf needed.f Theref weref manyf otherf waysf tof gof aroundf whatf theyf

did.f Howf didf theyf decidedf hef neededf tof getf offf thef flightf sincef nof onef volunteered?f Whyf

him,f whatf didf hef dof orf sayf tof bef targeted?f Whyf wasf hef forciblyf draggedf offf thef planef

andf bloody?f Byf himf sayingf hef willf notf getf offf thef planef meansf hef needsf tof bef draggedf

offf andf bloody.f If don'tf caref howf badf youf needf someonef tof getf offf becausef itf wasf overf

bookedf andf youf needf spacef forf workers,f nof onef shouldf bef treatedf thatf way.f Whof wouldf

wantf tof flyf withf af companyf thatf doesf that,f thenf givef af fakef apologyf daysf later.f Iff theyf

weref sincere,f theyf wouldf off apologizedf rightf away,f andf somef howf madef itf upf tof him.f

Whenf anf airlinef makesf af poorf choicef andf nowf inf dayf whenf theref isf af recordingf off thef

incident,f af lotf canf happenf tof thef company.f Youf willf losef businessf forf one,f stocksf willf

tank,f andf importantf peoplef canf losef theirf jobsf andf orf thef companyf canf getf sued.f If seef thef

generalizationf off howf businessf viewf theirf customersf asf af broadf brushf stroke.f Mostf

businessesf startf withf thef bestf off intentions,f fillingf af nichef thatf oftenf timesf isf relatedf tof

customerf dissatisfactionf inf theirf givenf industry.f Asf thesef businessesf grow,f choicesf aref

made,f andf manyf timesf businessesf losef trackf off wheref theyf camef from.f Af greatf examplef

off thisf isf Wal-Mart,f asf itf wasf startedf tof givef accessf tof quality,f lowf costf goodsf tof thosef inf

ruralf locations.

Asf Wal-Martf expanded,f itf grewf fromf af ruralf departmentf store,f intof af regionalf andf

eventuallyf nationwidef competitor.f Tof gainf moref andf moref marketf share,f changesf beganf tof

evolve,f andf thef originalf visionf beginsf tof blur.f Thef fastf expansionf andf changesf internalf tof

Wal-Martf happenf aroundf whenf thef companyf turnsf public,f whichf If believef isf af veryf

commonf themef off wheref If believef wef seef markedf changesf inf mostf companiesf viewsf

towardsf customersf orf "profitf first."f If wouldf alsof sayf thatf thisf changef isf easyf tof seef whenf

af businessf isf bought,f orf af founderf passesf away,f If wouldf likef itf directlyf tof thef lossf off af

centralf visionf orf mission.Again,f anyf businessf canf makef thef choicef tof putf profitf overf

customersf atf anyf givenf time.f If amf fortunatef enoughf tof workf forf af multi-billionf dollarf

companyf thatf isf stillf familyf run,f despitef competingf inf manyf majorf cuttingf edgef marketsf inf

ourf givenf industry.f If wouldf likef tof thinkf thatf iff wef everf weref tof gof public,f ourf missionf

andf visionf hasf beenf sof solidlyf engrainedf fromf thef topf downf thatf wef wouldf transitionf veryf

easilyf andf unchanged,f butf afterf readingf thef examplef today,f If findf myselff havingf doubts.

Thef particularf examplef off today'sf lessonf hasf twof sides.f Onef sidef valuesf thef singlef

customer,f whof wouldf bef ablef tof travelf asf intended,f butf anf entiref flightf crewf wouldf bef

disrupted,f playingf havocf onf otherf travelersf plans.f Thef otherf sidef valuesf thef employeesf

travel,f andf makingf suref allf flightsf canf takef offf onf time,f whilef seriouslyf impactingf thef

attitude,f stress,f plans,f andf eventualf physicalf wellf beingf off af singlef passenger.

If believef thef airlinef industryf asf af wholef hasf greatlyf changed,f andf ratherf thanf thef luxuryf off

thef skies,f thef turnf towardsf profitsf hasf turnedf thef industryf intof glorifiedf busf rides,f andf thisf

mayf bef af largef factorf inf howf thef airlinef approachedf thisf situation.f Whenf wef viewf

customersf asf cattle,f itf isf easyf tof leadf themf tof thef slaughterhouse.f Examiningf thef situation,f

If believef Unitedf wasf rightf tof wantf tof makef suref thef additionalf flightsf weref notf impacted,f

however,f theyf weref veryf farf awayf fromf af properf solution.f Lookingf atf thef poorf choicef inf

thisf particularf example,f af muchf moref agreeablef solutionf mightf havef beenf tof payf forf

unitedf personnelf tof flyf onf af competitor'sf airline,f inf orderf tof ensuref bothf outcomesf aref metf

successfully.Asf forf thef examplesf fallf out,f thef impactf thatf poorf decisionsf havef isf immense,f

notf onlyf inf thatf relationship,f butf futuref onesf asf well.f Withf customersf unwillingf tof

purchasef tickets,f orf evenf shareholdersf sellingf theirf sharesf atf af discountf tof quicklyf getf outf

off investmentf inf thef business,f stockf pricesf willf fall.f Thef shortf sightedf returnsf aref lostf forf

muchf larger,f longf termf losses.f If dof notf feelf thatf mostf businessesf viewf theirf customersf likef

Unitedf Airlinesf didf tof theirf passenger,f Dr.f Davidf Daof inf 2017.f If feelf theref aref manyf

companiesf whof valuef theirf customers.f Theyf providef servicesf andf rewardsf tof thef customerf

whichf inf turn,f gainsf trustf withinf thef customer.f Customerf servicef isf criticalf forf businesses.f

Amazon,f forf example,f providesf excellentf customerf service.f Ordersf arrivef inf anf averagef off

3f days.f Youf canf nowf returnf af shipmentf atf storesf thatf Amazonf hasf partneredf withf insteadf

off mailingf itf back.f Theref aref manyf promotionsf andf rewardsf whenf youf becomef anf

Amazonf Primef member.

If understandf anf airlinef needsf enoughf stafff tof forf theirf flights.f Maybef thef companyf canf

lookf intof raisesf tof payf theirf stafff moref orf providef flexiblef schedules.f Thef companyf shouldf

inputf somef perksf tof theirf stafff tof hiref moref oftenf orf notf havef af turnoverf rate.f Af payingf

passenger'sf needf tof travelf shouldf alsof bef justf asf importantf tof thef airline.f Thef passengers,f

inf af way,f aref keepingf thef airlinef inf business.f Withoutf customersf buyingf flightf ticketsf andf

luggagef fees,f thef airlinef wouldf notf havef muchf incomef comingf in.

If understandf thatf itf isf easyf tof seef thef problemf fromf thef outside,f andf If understandf thatf

businessesf havef af lotf onf theirf platesf whilef tryingf tof keepf theirf doorsf open,f caref forf theirf

employees,f andf satisfyf theirf customers,f butf theref aref differentf waysf tof solvef problems,f

andf theyf didf notf pickf thef bestf one.f Unfortunately,f manyf businessesf viewf theirf clientsf inf

thisf lightf andf believef thatf leavingf onef disgruntledf customerf isf notf asf awfulf asf cancelingf

anotherf plane,f whichf couldf resultf inf manyf moref unhappyf consumers.Eachf personf hasf theirf

ownf wants,f andf thef airline'sf needsf aref vitalf asf well,f butf theyf mustf rememberf thatf theirf

businessf isf theirf CUSTOMERS,f andf thatf byf meetingf thef demandsf off theirf customers,f thef

airline'sf needsf willf bef met.f Whatf powersf dof theyf havef tof decidef whof willf flyf andf whof

willf not?f Myf airlinef changedf myf flightf schedule,f butf theyf offeredf somethingf tof

compensatef me,f andf If acceptedf it.f Theyf mayf losef somef moneyf withf me,f butf theirf

reputationf allowsf themf tof gainf moref thanf whatf theyf lost.