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Right Thing Flows From The Top

Right Thing Flows From The Top

I don't know how much money that unscheduled round trip between Detroit and Chicago cost us that night, but I sure was proud when I heard the story. Once again, "our people just did the right thing."

Jack Atkinson
Emotions prevail over logic. But to get the emotion right, you got to know the logic.
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James F Parker, former CEO of Southwest Airlines, writes in his book Do the Right Thing:

"In Chicago, all the Chicago bound passengers got off—all except for one young girl who was confused about where she was. The plane reloaded and took off for Detroit with the young girl still on board.

When it arrived, all the Detroit bound passengers got off — except for the young girl, whose family was now in a panic in Chicago wondering where their daughter was. It was our mistake, no doubt about it. And when the captain figured out what had happened, he knew what he was going to do about it.

He didn't ask for permission; he just did it. He asked his flight crew to climb back on the airplane and told the Detroit station to call Chicago to let the girl's parents know their daughter was coming.

I don't know how much money that unscheduled round trip between Detroit and Chicago cost us that night, but I sure was proud when I heard the story. Once again, "our people just did the right thing."

From the very beginning you have set the tone of culture in your organization. And it flows from the very top. Your people would surely develop required courage and presence of mind - to do the right thing.

 Excerpt from "Do the Right Thing" by James F. Parker. Image: www.wikimedia.org

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