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Originally Posted by Butch Cassidy Slept Here
a suggestion for your superiors: Forget about those "exciting changes" and spend the money, instead, on improving employee morale. For starters, Delta should re-consider its current anti-labor posture and accept the delay in the union organizing vote. The stereotype of unions protecting bad workers can be addressed if management is willing to bargain in good faith and be realistic in its expectation. Obviously, the same could be said for the union side.
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Too late to forget about the changes, they're already being geared up to be put in place. And not only will they be better for our customers, they will make the job of the employee easier, thus hopefully making them happier. I completely agree that the best place to start making a company better, is by making the employees happy. If they are happy, they do a better job/put forth more effort to make the customers happy. I, however, disagree that having a union will create a happier workforce. Quite the opposite would happen, IMHO. The subject of unions, good or bad, is another topic and I would love to discuss my opinions in another thread if you would like. But I don't think they have any bearing on this topic. The heart of the matter is this, the customer had a complaint, and the complaint was not handled properly. I think Jim's experience with handling complaints, even though it was in a different field, should be closely studied and implemented. The idea of TALKING to the customer, LISTENING to their complaint, and then taking the time to SOLVE the problem to the best of your ability is not new, and also, unfortunately, not commonplace among the airline industry. I think this is a major problem. Compensation rules and regs should be totally revamped from the top down, starting with training our employees to actually read a complaint and type a proper personal response. A Bill of Rights is not the right answer either though. That takes it to the other extreme of passengers getting compensation for anything and everything that does not go perfectly. Neither is good. There should be a movement to meet somewhere in the middle. That middle-ground is called common sense and human decency. I'll stop my rant for now, I think I've made my point. Hopefully anyway!