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September 10th, 2004, 13:34
| #1 |
| Old Skool  Join Date: May 2002 Location: Maryland
Posts: 15,922
   |  Well, One Airline\'s Management Gets It!
Only problem is that most of us here won't have a shot at working for them. Although I do have to say that New Zealand is gorgeous. This is what Air New Zealand's CEO said: "This is a people business and it's not about flying airplanes...I am not primarily interested in shareholder returns. If we look after and inspire the staff, they will look after the customers and that will take care of shareholder returns." And guess what Air New Zealand is? A legacy carrier that was on the verge of disappearing, which is now on the rebound and back from the dead! |
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September 10th, 2004, 13:47
| #3 |
| Old Skool  Join Date: Jun 2003 Location: Memphis, TN
Posts: 14,230
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] And guess what Air New Zealand is? [/ QUOTE ] The official airline of Middle Earth? Actually, they are. Check out the cool Lord of the Rings paint jobs they have. |
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September 10th, 2004, 13:56
| #4 |
| Agent Smith  | Re: Well, One Airline\'s Management Gets It!
I'm of hte school of thought that if you take care of your employees well, they'll take care of your passengers well, and then the passengers will take care of the company (purchasing more tickets).
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September 10th, 2004, 13:58
| #5 |
| Old Skool  Join Date: Oct 2002 Location: lower canada
Posts: 1,666
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] This is what Air New Zealand's CEO said: "This is a people business and it's not about flying airplanes...I am not primarily interested in shareholder returns. If we look after and inspire the staff, they will look after the customers and that will take care of shareholder returns." [/ QUOTE ] hey! Thats what Mr. Marriott of the Marriott hotel chain, used to say. so unoriginal. [img]/ubbthreads/images/graemlins/wink.gif[/img] |
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September 10th, 2004, 13:59
| #6 |
| Senior Member  Join Date: Apr 2003 Location: Atlanta, Ga
Posts: 1,311
| Re: Well, One Airline\'s Management Gets It!
I agree... the company I work for puts all the focus on customer service... so much to the point that they kind of snub their employees... as a result, customer service slackens... as a result sales go down. Imagine that... employees matter too.
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September 10th, 2004, 14:03
| #7 |
| Old Skool  Join Date: May 2004 Location: Dallas TX
Posts: 1,711
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] I'm of hte school of thought that if you take care of your employees well, they'll take care of your passengers well, and then the passengers will take care of the company (purchasing more tickets). [/ QUOTE ] That's crazy talk! [img]/ubbthreads/images/graemlins/cwm27.gif[/img] Everybody knows that yu are suposed to look out for the executives first, the stock price second, and everythng else after that. Make sure that you impliment policies that will leave the cusomers extreamly unhappy, and when they complain about it make sure you screw the employes for not following your "customer satisfaction" program. The sad thing is this isn't really sarcasam, it's pretty much how some of these places operate. [img]/ubbthreads/images/graemlins/frown.gif[/img] |
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September 10th, 2004, 14:19
| #9 |
| Old Skool Join Date: May 2002 Location: Maryland
Posts: 15,922
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] I'm of hte school of thought that if you take care of your employees well, they'll take care of your passengers well, and then the passengers will take care of the company (purchasing more tickets). [/ QUOTE ] And you don't have to look all the way to New Zealand to see that it's true. What's the one airline in America to remain profitable through deregulation, both Gulf Wars, September 11, and rising fuel costs? Southwest. And what are they well known for? Good labor relations, so much so that when there was a prolonged contract negotiation people were asking whether the magic was over! |
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September 10th, 2004, 14:55
| #10 |
| Old Skool  Join Date: Mar 2004 Location: Georgia
Posts: 3,389
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] Only problem is that most of us here won't have a shot at working for them. Although I do have to say that New Zealand is gorgeous. This is what Air New Zealand's CEO said: "This is a people business and it's not about flying airplanes...I am not primarily interested in shareholder returns. If we look after and inspire the staff, they will look after the customers and that will take care of shareholder returns." And guess what Air New Zealand is? A legacy carrier that was on the verge of disappearing, which is now on the rebound and back from the dead! [/ QUOTE ] Yeah, things like that are easy to say when you are on an upswing and not in the middle of a fight to the death US market. Having said that, I agree good customer service provided by good staff is one of the most important issues. But it is about flying airplanesA to B which is one of the toughest, lowest margin, lowest ROI, most loved, most hated, most technically demanding undertakings on the planet. I will give him credit for saying, almost verbatim, something one of Delta's largest stockholders told me 23 years ago. Man, those were the days. |
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September 10th, 2004, 15:00
| #11 |
| Old Skool Join Date: May 2002 Location: Maryland
Posts: 15,922
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] Yeah, things like that are easy to say when you are on an upswing and not in the middle of a fight to the death US market. [/ QUOTE ] You are aware that after September 11, Air New Zealand almost disappeared, right? And that they were affected by SARS far more than most US based airlines were. Give them some credit. |
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September 10th, 2004, 15:25
| #13 |
| Old Skool Join Date: Mar 2004 Location: Georgia
Posts: 3,389
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] [You are aware that after September 11, Air New Zealand almost disappeared, right? And that they were affected by SARS far more than most US based airlines were. Give them some credit. [/ QUOTE ] I think I gave all credit to anyone who can survive in the airline business. Reread my post. I also recognize that if Air New Zealand was that close to extinction, it wasn't all handled by this guy walking in and saying "I just love people, screw this whole flying aiplanes attitude". I also gave his employee boosting speech the ultimate praise by comparing it favorably to someone I respect as a great man in the airline industry. But it is just a platitude. |
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September 10th, 2004, 15:26
| #14 |
| Old Skool Join Date: Mar 2004 Location: Georgia
Posts: 3,389
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] Speaking of SARS, I just can't see how those Civet cats looked tasty. Eww! [/ QUOTE ] Don't mention SARS. I'm trying for a job flying rubber dog poop out of Hong Kong. |
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September 10th, 2004, 19:26
| #16 |
| Old Skool Join Date: Mar 2004 Location: Georgia
Posts: 3,389
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] Don't eat any Civit cats. And if you don't know "General Tso", you certainly should eat his chicken. [/ QUOTE ] I've eaten so much of that I feel like a distant cousin. |
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September 10th, 2004, 20:48
| #17 |
| Administrator  Join Date: Feb 2003 Location: Pinal Airpark
Posts: 6,897
| Re: Well, One Airline\'s Management Gets It!
[ QUOTE ] [ QUOTE ] Don't eat any Civit cats. And if you don't know "General Tso", you certainly should eat his chicken. [/ QUOTE ] I've eaten so much of that I feel like a distant cousin. [/ QUOTE ] Which Army is he a General of? Which unit/base? [img]/ubbthreads/images/graemlins/grin.gif[/img] |
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