Icarus, I hope you are right. Most of what this guy has written is drivel, however perceptions ARE reality.
The travelling public know SFA about aviation and their perceptions are formed, not by the skill of the pilot (I guess you would have to hope NEVER by the skill of the pilot), but by the poor old ground staff and maintenance people.
If these people are not motivated to give great service, then the airline will not be perceived as giving great service.