Inspiration can come at any time. On a Delta Air Lines flight this morning and struck up a conversation with a 38-year veteran flight attendant, where we discussed the importance of company culture as a means to achieving success. She said simply, "Delta takes care of their people...and when you take care of the people, the people take care of the customers...when you take care of the customers, the customers will take care of the company." Nobody can be perfect, but the customer experience on this flight will not be forgotten. #culture #leadership
It's wonderful to hear about such a meaningful conversation. The support for employees there is truly inspiring, and it's clear that it has a direct impact on the customer experience.
A GREAT post Chris!!! Your customer facing employees are a HUGE part of your Brand! The employees who support those on the front line are equally important. It is impossible to achieve World Class Customer Experience without ensuring the Employee Experience is top notch and they are fully engaged to deliver on the Brand Promise. To do this leaders must be engaged, visible and read/react to the needs of the workforce. Spot On, Ms. Flight Attendant, Mr. Valletta!
This is so crucial. Many leaders get caught up in only focusing on the numbers and forget that the people help achieve the numbers. It needs to be a full circle experience.
I can personally attest to the credibility of Delta CEO Ed Bastian. Growing up in Poughkeepsie NY, my Dentist was his father who was a wonderful and caring person himself who raised a great family! Im not surprised that Ed continues to instill those values at Delta all these years later! Thanks for the post Chris
My 18 yr. old granddaughter, just became an Airline stewardess for ENVOY... she plans to be a pilot one day. And also does her online studies with Embry-Riddle...she's in her 2nd year.. I'm so proud of her
Great thought and could not agree more. If my numbers are right…Nike just laid off a little over 6% of their employees while there endorsements spending came in over 30% higher y over y.
Taking care of those in our charge "is simple but not EASY! It takes a commitment from the top to empower the greater team to "want" to spread good company/brand culture where they are...EVERY DAY. It's about leadership. Do good things, and your team will follow and Surpass Your Limits!
Delta flew over the Atlantic and it was flawless.
Great share Chris! Exactly what I heard for 38 years at Walmart. I heard Sam Walton say this many times in a Saturday morning meeting.
Vice President of Sales & Strategic Planning at C&C Solutions
1moA great business man in Lansing Michigan (and an even better person) started selling janitorial supplies out of the trunk of his car 50 plus years ago. He’s grown into a 25-30 million dollar a year company. He reminds his sales people and his vendors constantly - I will take care of you! You take care of the customer! The customer will take care of Lansing Sanitary Supply! #ButchEllis #LansingSan #DifferenceMaker