In one sense, the travel industry is built to serve its investors by delivering profits. A more balanced approach would have airlines, hotels, car rental firms and more seeking to well serve investors, employees, and customers. The industry has been inconsistent – but it need not be.
“This report is offered to those working in the airline industry, but its ideas certainly have applicability far beyond it,” said Jay Sorensen, President of IdeaWorksCompany and the author of the report. “I am fortunate to be part of an industry which brings the world together through the magic of air travel. We enable global commerce, deliver leisure experiences, and connect families and friends. I’ve been lucky to learn from others, and this report honors their wisdom.”
Fly High, Land Right is based on Sorensen’s 4+ decades in the air travel business. The 20-page report issued today includes the following advice:
- People are hungry for wisdom; the airline industry is best served when its people respect each other, make a good profit, and treat passengers as guests.
- Honor your customers; an educated consumer is your best customer.
- Your workers are wiser than you; please talk to your front line employees to seek their perspective.
- Above all else be honest; employees know when a company relies on honesty to generate more revenue.
- Not everyone is cheap; many are willing to spend more for better comfort and convenience.
- Listening tells you more; interviewing 100 customers at an airport gate over the course of 3 days garners more wisdom than any survey or focus group can deliver.