 Lost
the Fire? Time to Retire!
I
was flying to the United States when an In-Flight Supervisor
recognized me and came over to chat. We spoke about
current challenges and how quickly the airline was growing.
She lamented that some older crew felt jaded and uninspired.
They tend to do the minimum of work in flight, she said,
shifting the burden to younger crew members. This behavior
was setting a poor example and had a negative impact
on the morale of new hires.
She asked me, ‘What do you think we should do
about them?’
Immediately I replied, ‘Tell them it’s time
to quit. And if they don’t leave or shape up,
fire them.’
She was shocked by my response. ‘But they have
a very strong union,’ she said. ‘And they
have served so many years. Doesn’t the airline
owe them something for that?’
Again I shared my strong views:
‘Find them a meaningful role on the ground that
harnesses their skills and experience to real advantage.
If that doesn’t work, or they won’t do the
work required, then fire them.
‘And if you can’t fire them because of union,
then create a “Department of Dead Wood”
and park them inside until they retire. They’ll
still cost the airline in payroll accounts, but at least
they won’t cause so much damage.
‘As for the airline “owing them something”,
hasn’t the airline been paying the crew, training
and rewarding them all these years? Haven’t the
airline and crew members grown up together?
‘Everyone shares good feelings for achievements
and successes in the past. But shouldn’t we share
responsibility, too, for building a strong and successful
future?’
The supervisor was not comfortable with my answer, I
could tell, but it certainly got her thinking.
What about you?
Key Learning Point
When someone on
your team loses his or her enthusiasm or commitment, it’s
time for them to either change or go. This is especially
true when that person is very senior and is looked up
to as a role model by newcomers to the organization.
When you’ve lost the fire, it’s time to retire.
Action Steps
Share this insight
with everyone on your service team. Make it part of your
staff orientation program so that new team members know
what to expect of the elders.
Share this with your senior staff, as well. They must
understand what it takes today to keep an organization
going – and growing.
Next Article in Customer Service Mindset >>
Serving Others? Serve Yourself!
First Article in Customer Service Partners >>
Helping Others Succeed is Good Service
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