by Roger Pynn
I knew I’d see the headline sooner or later:
The Bloomberg story in the Orlando Sentinel said:
“When it comes to bad public relations, it’s pretty tough to top the sight of a United Airlines passenger being dragged, bloodied and screaming, from a flight.”
It went on to say:
“But the fiasco is hardly the first self-inflicted corporate blunder. Munoz can take comfort that it’s happened to others, and in many cases the bosses didn’t lose their jobs, as our PR Tales From Hell illustrate.”
Here’s the problem. This isn’t a PR problem. It is a management problem that caused public relations problems. And it is a classic example of management failing to empower smart decision-making on the front lines. When the people who engage with the public have to make decisions because of what the operations manual says instead of being empowered to make common sense decisions in the face of trouble, disaster is around the corner.
There were so many options … if only the gate staff had been trained to think for themselves. I’m sure the folks in United’s public relations organizations would tell you the same thing.