You’ve worked hard, you’re on the way up and well done – you deserve it. However, this meteoric rise is taking you away from your customers. Should you worry? Should you do something? If so, what?
Easy. Take a leaf out of the book of Captain Denny Flanagan. I was introduced to Capt. Denny by Anthony Williams with this instruction, ‘Michael, if you are writing about customer service you must feature Denny Flanagan.’ Capt. Denny is a highly regarded, long-time pilot with United Airlines with so many flights under his belt he could choose to take it easy and leave the cabin crew and dispatchers to do the direct customer service work. But he doesn’t. ...
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