Your email is kept private. Among them: Treat people, no matter their role in the company, with respect Always share the stage Hire the best people, give them autonomy, and hold them accountable Communicate openly and often; and always tell the truth Toward the end of the article, Bethune is talking about being visible to employees and showing a real interest in them. He relates this story: The best compliment I ever heard happened one Christmas. This article was posted in Marketing , Web Development.
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First name. Last name. Phone number. Event Date. How did we do it? How did we do that? We focused on that every day, and the record still stands. So, it can be done from a dispirited last place.
It was the management — and it always is. These are basic things, but I think too many companies forget it. I did a voicemail that was minutes that basically told everybody what was going on, and what they could expect.
The twist was that you could voicemail me back through the phone service, and they could tell me what was on their minds. In any case, it was a secure, frequent, respectful voicemail to employees. You ever watch a football team when they have a huddle before a play? That kind of respect for your employees — they notice that.
You have to gain and earn the trust of your employees. But not only that, you have to make them feel rewarded in order to get your product at a level that it can beat the competition. But having employees that want to do a good job is invaluable. When I was at Continental, I would always go to the airport an hour-and-a-half before my flight, and I would visit Continental employees in the crew room or break room or baggage room.
If you want to be the leader, then you have to appreciate and respect your employees. One way to show them that is to get off your ass, go to their office — which might be a cockpit — and say hello and thank you.
I would go out to the airport and work on those days — I would load bags, do work behind the counter, greet customers. You become a true member of the team then. We lapped the field. What happened next confounded almost everyone in the airline industry. According to a report by Bill Hensel Jr. And then came The terrorist attacks on September 11, , resulted in a dramatic drop in passenger flights for the remainder of that year. The financial bloodletting would have been much worse if Bethune had not acted quickly to cut back sharply on operations and spending.
By , however, Bethune had once again guided Continental back to profitability. One measure of the degree to which Bethune succeeded in remaking Continental into an airline respected for its reliability and quality of service were the many awards the airline won in the years after he took over as CEO. In and again in , Air Transport World named Continental its airline of the year. In December Fortune referred to it as the "best airline in the U. In March Fortune rated Continental second in its separate rankings of the most admired U.
Bethune offered some valuable insights in an interview with Texas Monthly into the strategy he used to turn Continental around.
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