Originally Posted by
airbus320
I am sitting in the MLL having a coffee and perusing the G&M.
This quote from Isidore Sharp, CEO of Four Seasons Hotels, caught my eye for wisdom and relevance to AC's present situation
"My job was getting employees at every level to focus on one priority: pleasing customers. And it was also getting managers to focus on the obvious corollary: pleasing employees"
Here is a simple and effective strategic plan for revitalizing the airline.
When I read today's extract from Sharp's book in the Globe, the comparison with AC could not be avoided (and I knew it would quickly be posted here). Another classic quote is "But the fastest way for management to destroy its credibility is to say employees come first and be seen putting them last". AC in a nutshell. Sharp said it was not easy to change the "commanders issuing orders" approach, but he did do it.