On Leading Well

Owning the Gap – Part 2

Written by

Ken

in

The NY Times has a great report about airlines beginning to apologize when they dis their customers with bad service here. Main idea: “…no airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a job that could be called chief apology officer.”

Way to go, Southwest! If owning the gap by apologizing didn’t pay, corporations wouldn’t be doing it.

Lesson for us: Let’s own the gap.

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Comments

One response to “Owning the Gap – Part 2”

  1. keith

    some airlines should probably just put an apology on the top of their ticket they issue you. LIke pre-confession of sin; “I know we’ll fail again, and we’re sorry. We’re just a bad company, and can’t seem to help ourselves.”

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