We did one more thing. We told our employees that if our planes landed on time, as our customers desired, we'd pay them extra. Specifically, we told them that every month our on-time percentage was good enough for us to be in the top five nationwide, according to Department of Transportation figures, every employee would get $65 extra. If the customers won, the employees would win.
What a fantastic simple idea. This is how it works for us:
If a Customer Service Manager meets or exceeds their KPI's - they get NOTHING!
If a Customer Service Manager does not meet their KPI's - they get RETRAINED!