Things go wrong; that’s life. But things shouldn’t go sideways when they can be predicted. Ask Air Canada or United or American. Maybe it’s time for each of us to think about our organization’s hidden vulnerabilities.


Get your team together and ask seriously, “How do we… how might we… break the implied promise we have with our customer? How do (might) we disrespect them? How do (might) we show our insensitivity?” Not fun, eh? Talk about the consequences. Think about the solutions. Focus on the opportunities. What now? Specifically, what processes, instructions and empowerments change starting today?

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