I recently took two flights on American Airlines, and it was like a tale of two cities.<\/p>\n\n\n\n
The first one started with a senior Captain for American, Captain Walzer, playing a drumstick solo on the countertop of the gate counter.<\/p>\n\n\n\n
I’ve never seen this before, and it infused the whole cabin and gate crew with a nice, relaxed vibe.<\/p>\n\n\n\n
This isn’t the sometimes frantic energy of Southwest Airlines, which to me just shouts: “Please like me!….I’m just a humble little startup from Dallas!” Ha.<\/p>\n\n\n\n
On the return flight, it was back to staid ol American Airlines. Nothing special…..just sort of humdrum.<\/p>\n\n\n\n
Everybody was businesslike and efficient, but just didn’t seem to be too inpspired.<\/p>\n\n\n\n
Again, it was the people.<\/p>\n\n\n\n
So, the question is: Are your people doing all they can to make your product or service stand out from everyone else. Without betraying your corporate ethos and acting silly.<\/p>\n","protected":false},"excerpt":{"rendered":"
I recently took two flights on American Airlines, and it was like a tale of two cities. The first one started with a senior Captain for American, Captain Walzer, playing a drumstick solo on the countertop of the gate counter. … Continue reading