DASM: The New Code for AA
American Airlines cancelled about 1,200 flights this weekend. They cited staffing and weather. Of course, all the other airlines are facing the same weather and have staffing challenges. But American, having taken money to provide a service, feels it's better
If You Had Two Years and Control of Your Life….
I've noticed that people I'm seeing again whom I haven't seen for about two years are quite familiar! It's as if I'd seen them last week. One reason is that most of us have kept in touch by Zoom, or
Accountability Starts at the Top
I have about a 50% hit rate when I write to CEOs about poor service or quality, in terms of their personal response. You can delegate tasks but not accountability. Top people who have "Teflon-like responses" to complaints create cultures
Episode 211 – New York, New York
Tune in to the latest episode of Alan Weiss's The Uncomfortable Truth® - Episode 211 - New York, New York. Listen to this episode on your favorite podcast platform:
Straighten Up and Fly Right
A reporter with no pilot's license recently flew a helicopter with a joystick and two iPads (reported today in the New York Times). The real pilot next to him corrected his control once and also dealt with air traffic control. I'm surprised
Alan Weiss’s Word of the Week™ – 10/27/2021
Word of the week™: Eremitic
Maybe It IS Your Fault
It's the wonderful, wide world of excuses: • We don't have those items because of supply chain problems. • We can't get staff, everyone is resigning. • Covid is causing great stress and uncertainty. • We're concerned about inflation. • I was told the gun
Some People Can’t Get A Grip
A woman contacted me yesterday via email, tells me she's bought one of my books, and wants advice. I took the time to tell her I don't coach for free. She responded that it's not "free," she's a customer who
Driver: Please Leave the Packages in the Rain, Don’t Try to Figure It Out
Here are two water-logged boxes that an Amazon driver left during a rain storm, late at night. He or she was too stupid and/or lazy to try to cover them with plastic—as UPS and FedEx drivers do—or to try to find