What do you get when you combine a New Year's holiday flight, Delta Air Lines, and a tight Detroit connection? Gate agents yelling at pilots publicly, questionable security and safety standards, needless threats... and what I hope will be one excellent management case study on what happens when our employees get stressed, lose perspective, and literally no one is in control. A hazard of my profession is that I see exceptional service often - exceptionally good and exceptionally bad. And when that happens, I … [Read more...]
