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Hub You - Now It's The Employee (not the Customer) Who's Always Right!
Often we find that when running a non-profit foundation or non-profit business that there are less regulations involved. Some say that non-profits are inherently inefficient like government. You see there are penalties of doing business as a Corporation in a Sea of Political Correctness; too many lawyers and bureaucrats creating barriers to forward progress.It is interesting that many decry
A recent movie starring Richard Dreyfus and Bill Murray tells the story of a man desperately trying to be included as a member of his psychiatrist's family. Whenever the doctor attempted to exclude him, his family would respond by asking, "What about Bob?"In the midst of all the work relating to diversity in the workplace, one group often gets excluded. When affirmative action cate
And how does one achieve this? By paying attention to your customers, i.e., serving them, listening, adjusting, responding. You do whatever they say, making sure your employees do the same. The customer pays the freight, after all… they must forever be number one.
So that makes a lot of sense, n’est-ce pas? “Good Business 101. Then again, hell, hmmm… maybe not! One major US airline company may be an indication that this long-held truism should be shipped out to relic-dom. At this company, you see, it seems the customer ain't always right at all—it’s the employee!
Let’s try a little quiz: Name the most successful major airline in America today, American, you say? Nah. United? Uh-uh. Delta? TWA? US Air? Wrong, wrong, wrong again! The very best airline today is a relative upstart called Southwest, based in Phoenix of all places. In fact, it’s the ONLY major airline to turn a profit in each of t
Let’s say you have an auto business up and running and you are looking to make more money, but adding on new services. You are not sure what you want to do, but you have a pretty good customer base and you want to provide a service that people want and that they are willing to spend top dollar for. Well, let me suggest auto detailing type concepts.Once you are up and running with a co-brand,
And how does one achieve this? By paying attention to your customers, i.e., serving them, listening, adjusting, responding. You do whatever they say, making sure your employees do the same. The customer pays the freight, after all… they must forever be number one.
So that makes a lot of sense, n’est-ce pas? “Good Business 101. Then again, hell, hmmm… maybe not! One major US airline company may be an indication that this long-held truism should be shipped out to relic-dom. At this company, you see, it seems the customer ain't always right at all—it’s the employee!
Let’s try a little quiz: Name the most successful major airline in America today, American, you say? Nah. United? Uh-uh. Delta? TWA? US Air? Wrong, wrong, wrong again! The very best airline today is a relative upstart called Southwest, based in Phoenix of all places. In fact, it’s the ONLY major airline to turn a profit in each of
There are people who put their dreams in a little box and say, "Yes, I've got dreams, of course, I've got dreams." Then they put the box away and bring it out once in a while to look in it, and yep, they're still there. These are great dreams, but they never even get out of the box. It takes an uncommon amount of guts to put your dreams on the line, to hold them up and say, "How good or how bad am
So that makes a lot of sense, n’est-ce pas? “Good Business 101. Then again, hell, hmmm… maybe not! One major US airline company may be an indication that this long-held truism should be shipped out to relic-dom. At this company, you see, it seems the customer ain't always right at all—it’s the employee!
Let’s try a little quiz: Name the most successful major airline in America today, American, you say? Nah. United? Uh-uh. Delta? TWA? US Air? Wrong, wrong, wrong again! The very best airline today is a relative upstart called Southwest, based in Phoenix of all places. In fact, it’s the ONLY major airline to turn a profit in each of
According to their annual report available on their website, in the last fiscal year-ending, SBC spent over two-and-a-half billion dollars on advertising. Verizon's annual report shows just over two billion. Sprint, nearly a billion. AT&T (who had stripped back their advertising budget) just under half a billion. Many corporations will never see such income amounts in their entire lifetimes, let al
Let’s try a little quiz: Name the most successful major airline in America today, American, you say? Nah. United? Uh-uh. Delta? TWA? US Air? Wrong, wrong, wrong again! The very best airline today is a relative upstart called Southwest, based in Phoenix of all places. In fact, it’s the ONLY major airline to turn a profit in each of
Six Sigma is powered by principles which are governed by continuous improvement. In pure terms, Six Sigma helps manufacturing organizations reduce the number of errors or reduce the number of defective products manufactured by them. This is achieved by a regular sharpening of the process and constant monitoring on processes and how they can be improved.However, Six Sigma today has moved on f
Southwest leads its industry in quite a few categories: It’s tops in price per earnings, for example (with a 27 rating it compares pretty well to American and Delta who each scored a pitiful 5), and it leads the pack too in on-time performance and in customer complaints, where it earns the fewest. Yet its President Herb Kelleher credits the company’s success NOT to an overarching concern for customers, as is usually a CEO’s boast. Herb e would surely be the first to brag about Southwest’s happy customers and how they do indeed count, but his primary kudos instead target the company’s mad, passionate commitment to fully support and nurture its employees.
Though it might be a stretch to say the company’s philosophy is, literally, the “employee is always right,” one could argue that the Southwest culture has hammered this axiom into place. Some Southwest executives have even been heard to sa
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