Several months ago I wrote a story, “How the Spirit of Dale Carnegie Saved My Life at the Barber Shop” about an experience I had when I decided to try out a local barber for the first time. It describes what happened when I innocently asked the barber to cut my hair shorter. The outcome was a classical example of what customer service should NOT be!

Alexander Kjerulf from Positive Sharing wrote a fascinating article about how two major airlines deal with their customers in times of adversity. He painted a stark contrast between the behavior of employees from Contential and Southwest in “A Tale of two airlines – why every company should have a Chief Apology Officer.”

Interestingly enough, his article nicely complemented some stuff I wrote about the wonder of Southwest Airlines:

1. Passion at Southwest Airlines
2. Entertaining the Possibilities at Southwest
3. Acting on Intuition – The Southwest Story
4. How Southwest Remembers People

Until next time, enjoy the rest of your week!

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