Originally Posted by
Kamelchaser
Chatting with my Purser on board today. She said pursers have been "invited" (on their day off) to attend "focus groups" to discuss how EK can do better in dealing with the rapidly declining customer satisfaction issue.
I said to her to go along and tell them they're missing the friggin point...completely skipping past the problem. Engage with the disenfranchised, threatened, pissed off and worn out staff first...fix that problem because without that being solved, they're completely wasting their time trying to fix the customer satisfaction problem.
As Branson says.."I don't have to worry about looking after my customers...I look after my staff and THEY look after my customers"
While I agree with you, going to such a meeting and trying to enlighten this management, although admirable, is a fruitless task. Sadly.
The reality is the disrespect, the under appreciation and under valuation of the staff comes from the very top. Empathy and understanding are not traits that are taught and those without them don't even know that they don't know.
The 'meetings' will result in new rules and requisite punishments for non adherence.
It would great if I am totally off base, but I see no indications to see it any other way.