Read business author Bob Sutton’s post about United Airlines losing his friend’s 10-year-old child. Then read the comments on the post. And then read the friend’s original complaint letter to United Airlines. See if your blood doesn’t boil.
(Read here)
It’s a great lesson in exactly how noxious a company culture can get. (Not to mention a lesson in how social media can amplify instances of bad customer service.)
United is clearly in a place where you don’t want to be as a company.
- Crushed by market forces
- Apathetic employees
- Confused management
- Distrustful customers
Steer clear, if you can.
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