United Airlines opened itself up as a case study again this week. The lingering smell from the video of security hauling off a paying customer, breaking teeth and causing bloodshed in the process, will stay with them for ages. And then a shrill justification only later swept away by a necessary, but hardly genuine, apology. What does that say about their values? I wonder if United, I wonder if each of us, will find ways to ensure this stuff doesn’t happen again.
Do your people understand and share your values? Are they trained and encouraged to live out those values or are they expected to follow the rules no matter the consequences to customers and to your reputation? What will you do this week to engage your people with your critical values? What will you do to encourage….yes….even empower them to live those values daily?