6:00 A.M. The paper is sitting on the front path, just as it should be. Bypassing Doris and Misty and pointing a management Kleig light on them yesterday apparently solved their dithering problem. Experienced old farts usually prevail in these kinds of matters, just as long as they are willing to fight. It’s a matter of “been there, done that” or to borrow from an earlier generation, “giving them enough rope to hang themselves.”
O’Reilly, in commenting on the recent Delta Airlines fiasco relating to high extra baggage charges being levied on returning servicemen, suggested that such stupidity is a result of putting low paid people in customer service positions. He further suggested that such people were not capable of thinking clearly and making valid judgments. I think it is clearly a management failure in both of these instances.
But such is the world we live in today, where most large businesses are run by financial people. In their world, employees are “headcount” and customers are “revenue.”
I was fortunate to be a part of some fine “teams” before the word was corrupted into a contemporary and meaningless buzzword. There were the championship teams at Meadowbrook and Eastern Hills, the United States military team, a large multi-national before the finance people took top management slots, and a remarkable entrepreneurial start-up.
Hap Arnold’s letter recognizes another remarkable TEAM. Take your time to assimilate the strength and humility in his words. This was from a time when adults were in charge. The recipient of this certificate was part of a generation that went on to establish an all-jet air transport system, land a man on the moon, build an Interstate Highway system, and eradicate Polio.
Today’s “teams” and their CSMs and/or Team Leaders simply don’t measure up.
Adios
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