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Tag Archives: Communication tools

Good leaders listen to customers and employees

Generally speaking, Canadians love to hate Air Canada!  I fly them a lot, and I am well aware of my good fortune as most of my experiences have actually been positive.  Nevertheless, I can certainly understand why people get frustrated when flights are delayed, luggage is lost, and concerns and complaints either fall on deaf ears or are met with indifference.  Which is why recent actions by Air Canada’s new CEO Calin Rovinescu have caught my attention.  For the first time in recent history, a CEO at this organization actually seems interested in what customers and employees have to say.  Predecessors Montie Brewer and Robert Milton unfortunately created a culture in which both employees and customers felt both unimportant and unheard.  Not so with Calin Rovinescu. Continue reading