You’ve worked hard, your career is progressing well and congratulations — you deserve it. But is this meteoric rise taking you away from your customers? Should you worry? Should you do something about it? And if so, what?
Easy. Model Captain Denny Flanagan.
I was introduced to Captain Denny by Anthony Williams with this instruction: ‘Michael, if you are writing about customer service, you must feature Denny Flanagan.’ Captain Denny is a highly regarded, long-serving pilot with United Airlines with so many flying hours under his belt he could choose to just take it easy and leave Cabin Crew and Ground Staff to do the direct customer service work. ...
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