March 22, 2012

Management & Leadership: Is kindness a business strategy?

A friend recently described a remarkable travel experience. Strange to say, the story was about an airline, and it wasn’t a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary by putting kindness to work.

The story came from a colleague of his I’ll call Frank. Frank lives in Dallas and was on his way to a board meeting in Boston. Frank was happily driving to Dallas-Fort Worth to make the non-stop when he got caught in glutinous morning traffic. He arrived at DFW late for his flight. The woman behind the counter looked at him, looked at his travel record, looked at the hundred people lined up at security, and informed him that he would never make it to the gate on time.

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