<font face="Verdana, Arial, Helvetica, sans-serif" size="2">"There's no question that in the last year, Delta's primary focus has been on our financial performance ... and what that did is take our eye off the customer service ball," Delta chairman and chief executive officer Leo Mullin said. "That was my only year in 61/2 years at Delta that this has happened, but it was something we had to do given the grave uncertainty and our commitment to avoid bankruptcy.
"Now that we have sufficiently removed the specter of bankruptcy, we've made the decision to really get back on track with our customer service."</font>
Note to Leo:
Management 101: YOU are the CEO and it's your job to watch the financials. You hire other people to handle customer service. It's quite possible for DL to do two things at one time. Maintaining superior customer service and keeping an eye on the $$'s can actually occur simultaneously. That's one of the reasons you have so many "indispensable", bonus-laden VP's surrounding you. Put them to work attracting and maintaining high mileage FF's. Make sure THEY don't take their eye off the customer service ball.
I suppose there are other reasons for the VP's on your staff but I can't think of any right now.
Respectfully Yours,
Cholula