Win says:
October 4, 2021 at 8:56 am
Mr. Woolman, founder of Delta Air Lines, said it best, “Consideration is an extension of safety. It begins with the first contact with our passengers, no matter where this is—reservations, porter, ticket agent or wherever. Make the customer feel special. There’s more to flying than just buying a ticket.” Do we sometimes fail, of course. But we try to learn from our mistakes and correct them. Delta’s management stresses that our success is based on Mr. Woolman’s philosophy of hiring the best people to do the job, paying them a good wage, appreciating their work and treating us with respect. In my years with Delta, I’ve had some issues…every family has issues. But, in the end, the fair treatment of our passengers is a direct result of management’s philosophy of… “stay within the box” but if you must go outside of the box, do what is right and we’ll back you up. The key is “back you up” SouthWest and Alaska both run great airlines because they empower their people to do well. They don’t belittle their employees. Ask any AA employee if they remember when “Dougie” got a DUI or when he told them that they have nothing to do with the company’s profitability. Jerry Grinstein said it best when he told Delta employees that we have everything to do with profitability.