Originally Posted by
elitetraveler
Actually the reason BA gained its reputation for world class service was a program King and Marshall put into place called something like Putting People First. It empowered front line employees to solve problems and bend rules to create memorable/better customer experiences, of course using good judgement.
A company that punishes an employee for serving a 50 cent can of coke to a $10,000 customer needs to re-think how they are doing things. I hope that is not the case w BA today.
PS - The ability to say no cloaked by 'rules' and 'consistency' does not make award winning service.
No but it does stop the airline from suffering massive extra costs that are neatly avoided here. What if you (put yourself in the shoes of a crew member) by opening a bar trolley on the ground get the company a £2,000+ fine from HMRC? That's not a ¢50 problem that's a real headache and one you're going to be responsible for - would you really do that?
Last edited by Jimmie76; May 28, 2012 at 2:19 am