Today’s method to inspire change really puts a new spin on the idea of "lead by doing." When was the last time the CEO of your company did something like this?
An excerpt from Chapter 10 of Change is Good…You Go First:
Not long ago, I read a great story in INC. magazine written by Norm Brodsky. In it, Brodsky wrote about being on a Jet Blue flight when Neeleman [the company's founder] was on board…
"As we were buckling up to take off, Neeleman stood up and introduced himself. ‘Hi, I’m Dave Neeleman, the CEO of Jet Blue. I’m here to serve you today and I’m looking forward to meeting every one of you before we land.
"As he was handing out snack baskets he would stop to chat with everyone. When he came to me, I told him I thought it was a great idea to serve his customer first hand, and asked him how often he did it. Expecting him to say once or twice a year, he said, ‘Not often enough…I get to do it about once a month.’
"Out of curiosity, I watched him interact with other passengers. In several instances, I saw him taking notes and listening intently to what passengers were saying. In a few instances when he couldn’t answer the question, I watched him take a business card and say, ‘Someone will be in touch with you in the next 24 hours.’ Even at the end of the flight, there was Neeleman, in his blue apron, leading the charge collecting the trash from the seat pockets."
{ 5 comments… read them below or add one }
Customer service is about listening to people, really listening. It’s about getting the front lines and what this CEO is truly amazing. I spend my life managing others, but in the end, it is the ‘others’ that manage each other. Servant leadership is all about doing what Mr. Neeleman did, what a great way to instill passion in the rest of our company! Show that even as CEO you have lots to learn about what your customers want. I am passionate about what it takes to be a great company, Level 5 leadership, Servant leadership is simple. Listen to your people, show you care and do the same with your customers. Learn from your mistakes, admit them and strieve to be a one of a kind company, in both products, but more so in how you REALLY treat the customer and your staff!
Thank you so Very much for the inspriation on this website.
nice one! customer service is indeed not just a department…it’s an attitude! and Mr. Neeleman has proven it to be true enough..Thanks and more power!
What a great story…
One thing I’ve picked up, first-hand, is that ‘going the extra mile’ (whether at ground level or 30,000 miles in the air, like Neeleman!) will always, always make the difference.
Not just with custoemrs, but with partners, staff and family. In life in general.
Thanks for the post – all good stuff!
knowing what the client wants does always make a difference in making your company to be at its best. in this way, one can always anticipate potential reason of unhappiness from clients as well from your own staff. great stuff!