Anyhow, you build the culture you want employees to operate it. If you give line employees authority to make things right, then they can.
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Replying to @patio11
Another thing they did - and this was at a company with thousands of employees - was give everyone a Batphone to the CEO.
2 replies 9 retweets 19 likes -
Replying to @patio11
"You will probably never need to call the CEO, but if you do, know that he will pick up. We have never fired anyone for placing a call."
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Replying to @patio11
It is difficult for me to believe that, if phoned by gate agent, United CEO would say "Oh just have cops physically extract him. Rules duh."
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Replying to @patio11
It occurs to me that I literally saw a better resolution of this last year in Vegas at the MGM poker room.
1 reply 2 retweets 12 likes -
Replying to @patio11
A customer was drunk and lost a tournament (to poor play because drunk). He started loudly remonstrating and shouting "Pay me my money."
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Replying to @patio11
Three security guys -- big beefy gentleman -- show up. Floor supervisor gives them an "I've got this" wave off.
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Replying to @patio11
He takes a $50 chip out (the buyin) and says "Compliments of the house. Can I get you a cab? Tonight's not your night m, maybe tomorrow."
2 replies 5 retweets 34 likes -
Replying to @patio11
I think that that was, and is, among the savviest things I've ever seen. "What chip in the casino is worth a brawl over?"
3 replies 3 retweets 32 likes -
Replying to @patio11
Possible eyeopener for customer service: understanding value in "saving face" of another person in certain cultures. Any insights to this?
1 reply 0 retweets 6 likes
That is a long and nuanced question that I would prefer to not get into on Twitter for all sorts of reasons.
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