因為我們從來沒接到Dick Ma 的電話
we decided to send a letter to someone who can be more responsive or more responsible
Fred wrote a constructive letter to 華航董事長趙國帥先生
信在五月初寄出去
我們在五月底接到美東general manager 的電話
based on the size of China airline organization
I think CEO office is doing a pretty good job
Few days before the memorial day weekend,
the east coast general manager called Fred
he was very apologetic
he said, “CEO office fax over your letter to me
and CEO said, this is your problem. Fix it!”
他一邊看那封信頭皮開始發麻
他說, I’m very sorry for what happened to Ava’s stroller
I’m going to send a dozen of roses to Ava
And also, after reading the letter,
紐約華航ordered 1,000裝stroller 的大塑膠袋from Taiwan
(所以之後受惠的爸媽要感謝我們: P )
Then, the next day he called back again
He said, China airline is going to buy Ava a new stroller and car seat
We turned down the offer, because this is totally a principle issue
this is nothing about how much you should reimburse me
what we really want is, someone who can take the responsibility
and who can solve the problem when things happened!
Dick Ma 在地勤作了10 年多
As a ground manager
When this kind of things happened
You don’t just blame to your staff
Because this is not our problem!
You suck it up as a manager in front of your customer
Then you go back to your staff
ask them to think about where went wrong
and how to prevent this kind of problems going forward
the whole thing should be handled in a constructive manner
not just a who-should-be-blamed game
我很驚訝他居然在顧客面前告自己手下的狀
要不要順便連名字一起說出來
證明真的不是你的錯?
the thing is, this is not about you
this is about China airline
you guys are a team
而你是China airline 的對外窗口
so you should have done something to make you guys, as a team, to look better
but anyway…趙國帥董事長也寄了封信（還親筆簽名喔）
although it’s a very diplomatic letter
but, 意思到了，至少塑膠袋也ordered 了
也跟Ava say sorry 了
that’s all they can do….
這整件事其實是個很好的management & leadership case study
something to remind myself not to make the same mistake at work
題外話 –
那天看Sex and the city: the movie
Charlotte 用的stroller 跟Ava 的是一模一樣的
雖然只是背景之一
但是我超眼尖的…
連顏色都一樣喔
嘿嘿….
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