Gunning for the Boss: Online Management Complaints

There is much to be said for websites that highlight the problems of companies, they offer the business a real incentive to improve or suffer growing humiliation and shrinking business as their story circulates across the Web. However, the pilots at United have taken this one step further by devoting a website to getting rid of United’s Chairman and CEO, Glenn Tilton.  For the pilots, when they picture the problems facing their once-great airline, it is Tilton’s face they see and Tilton’s head they would like to see roll. In the six years he has been in United’s pilot seat, at a comfortable $1.12 million per year, customer satisfaction with the airline has gone into the toilet and as for employee satisfaction, that’s been flushed. These are facts and according to the pilots, their causes have nothing to do with the pressures that beset their industry:  United’s failures are the result of a combination of management incompetence, short te... [Read Full Article]

Airline Customer Service: A New Morality Tale for Businesses Large and Small

There really does come a time when, as a pair of trains are getting close to each other and picking up speed, that you know you should turn away, or at least wince meaningfully, in anticipation of the crash and explosion of flames and flying metal that you know is just moments away. You know you should, a part of you wants to, but you cannot turn away.   That is the feeling that I have these days as I watch the airline industry. There they are, flying along with absolute, reckless abandon and it is just a matter of time before they hit something. I am not sure what they will hit—reregulation, economic reality, unlooked-for competition from upstart airship companies—but I do know that when they hit it, it will be spectacular.   So what is fueling all this talk of crashing trains and dire predictions vis-à-vis the airlines? Two words: Customer Service.   Any good businessman understands one thing—if he understands nothing else—tha... [Read Full Article]