None of us like rushing off of an aircraft to make a connecting flight. Today I witnessed a United Airlines flight attendant exercise some initiative and make a positive difference for her passengers.  My flight from Seattle-Tacoma airport to San Francisco had a number of people on board that were making connecting flights close to […]

When an organization shifts to a performance driven, metrics based culture, often there is a clash between management and the employees serving customers. Management needs to see quantitative data to make strategic decisions and employees want to ensure that their customers receive high quality service. Adding to the challenge is the fact that employees often […]