Originally Posted by
bmwe92fan
I couldn't agree more but the article never addresses the issue of what to do if you have poor employees....
Well, it kind of does...
It says if you put your employees first, they will then provide better service. If you stand behind your employees, they will be happy at work, and pass that happiness onto the customer. It makes sense...
sUA management treated their employees like crap, and their customer service showed over the last 15 years...
sCO (pre-SMI/J) treated the employees well, empowered them, and stood behind them. That also showed, with significantly better customer service than UA/DL/AA/US etc.
Also, look at Southwest, they treat their employees fairly well and they are "the darling" airline that everyone "seems" to love.