Munoz tells the story of finding a letter on his desk one morning after becoming CEO of United Airlines: “Why I Left United After Three Million Miles,” written by a faithful United customer who had attained membership in their Global Services program.
It wasn’t a warm and fuzzy communication – in fact, it began with “Dear Oscar, Congratulations and condolences on your new role.”
Munoz knew that was a pivotal moment; that the way he received and acted on this customer’s straightforward feedback would set the tone for the way he would approach the responsibility of guiding United’s strategy, brand and workforce.
He noted that “What I’ve come to find is that the less the person knows you personally, the more harsh that feedback may be. Many times, it also tends to be more honest.”
Long story short: of course, he won back the customer with the kind of personal attention and regard that was a hallmark of his position and business outlook, wove this approach through his leadership, and provided a strong model for United employees.
Munoz’s moral-of-the-story: Never ignore the bad feedback.
#Leadership #communications #talentmanagement #customerexperience #ContinuousImprovement #UnitedAirlines
WERC Bay Area Mobility Management Fragomen Scott Hamilton Roman Zelichenko, JD Lynn Greenberg Chris Roberts Horst Gallo Swapna Abraham Vini Valverde Brian Friedman Ben Cross, SCRP Robert Brezosky Jr Bill Mulholland SCRP, GMS Andrew Walker Ben Heller Anupam Singhal Nitzan Yudan Tanya Mariottini, GMS-T Bill Graebel Ashli Aldrich, GPHR Erik Eccles Maura Carey, SCRP Bob Rosing Klaus Siegmann Sam Stoddard Hong Kim Chris Kline Brendan Ryan Daniela Santangelo Deb Convery, SPHR, GMS-T Kristin Nevarez Michael Cadden, MBA, SGMS-T Edwin B Cohen Kyle D’Souza Darren Gibson Alain Verstandig
INTERFACE
PAUL FALCONE
- Building Your Team’s Performance—Discover how to navigate some of the toughest employee relations challenges that corporate leaders face every day. This course leads participants through improving team communication, improving formal documentation, strategies to avoid litigation, and inspiring increased engagement.
- First Time Manager – Discover how to navigate the challenges and opportunities that stem from leading and managing your employees effectively. In this course, first time leaders learn how to build trust and relationships with team members, how to avoid the pitfalls many managers encounter, and how to improve formal documention.
- Ignore Your Customers (And They’ll Go Away)—Discover how to create an organization where it’s clear (internally and externally) that customers are the most important part of the business. Participants learn how to retain a higher proportion of existing customers while attracting new customers in a way that is nearly immune to competitors.
- A Mind for Sales – Discover how to become a top-performing salesperson including having the right mindset, how to leverage your greatest assets, how to avoid mind traps that drive focus away from the activities that create value, and how to take the lead with prospects and customers by understanding the process to transform their needs into sales.
