Leadership Lessons from JetBlue
Published 4 years, 8 months ago in leadership + managementNorm Brodsky wrote a wonderful article today:
Street Smarts: Learning From JetBlue
One day flying JetBlue, I found myself being served by David Neeleman, the airline’s founder. When was the last time you met your customers and asked how you could better serve them?
Truly a fantastic lesson on how to stay in touch with your customers… and not just the really big ones… all of them…
I’ve worked in environments before where the big guys (or gals) said they wanted to get in touch with the customers more often so they were going to do something like a) ride along with sales people randomly, or b) go cold-call on customers on their own, or c) go visit with the troops when they weren’t ready, or d) spend some time on the production line, or e) the list goes on. But…
I’ve never worked somewhere where the big guys and gals actually followed through on their promises to do so… At JetBlue, it’s nice to know the big guy follows through.
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If I was king, I would force airline CEO’s to travel their longest route at least once a month.
In a middle seat in coach.
Randomly assigned.
No perks.
Service would get better very quickly…..
Come have breakfast with David Neeleman, chairman & ceo of jetBlue Airways on May 5, 2005 at 8:30am at the CUNY Graduate Center, 365 Fifth Ave. at 34th St. in NYC. Call (212) 817-8215 for more information or to register. It’ll cost $25. If you’re a student, the fee drops to $10. Breakfast is included. He’ll be talking about how he successfully launched jetBlue and his future plans for the airline. Hope you can make it!