A few years ago Southwest Airlines hired some consultants to give them advice and help their airline become better. The consultants suggested that Southwest Air charge passengers to check luggage since the competition was doing it and they could make millions upon millions in additional revenue.
While taking hundreds of flights throughout my life only once has my luggage gotten lost and that was on my honeymoon (fortunately, it wasn’t a sign of things to come)! The second time occurred just last week. After speaking at a prestigious prep school in the Washington D.C. area, I was traveling to Charlotte, NC to speak at a large high school in that city.
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted speaker, commentator, and adviser to some of today’s leading organizations faced with the greatest risks.
In 2015, she gave a TEDx talk in Los Angeles where she discussed the secret to successful crisis management in the 21st century. Agnes is the editor of the Crisis Ready Blog, a contributor to Forbes, and a go-to source for the press, with recent coverage including the Wall Street Journal, VIBE Magazine, USA Today, and many others. As a university guest lecturer, Agnes teaches crisis management in university courses around the world, including at NYU and McGill.
- The difference between issues and crisis
- How to prepare for the inevitable crises that will come your way
- Building your brand on social media
- What to do when an issue or a crisis occurs
- How Southwest Airlines and United Airlines handled crises differently
“Don’t tell them what you’re going to do – that’s vision. Do what you’re going to do – that’s culture. Culture eats vision for lunch”. (John C. Maxwell)
When I first heard this, I wrote it down and thought that it sounded good. However, the more I thought about that statement the more I started to see the truth of it.
We need both a strong culture and a positive vision to reach our fullest potential. If I have to choose, however, I will take a strong culture any day of the week over a clear vision. Even the clearest vision may not be realized if the culture is poor and weighing you down.
All of us have jobs that we have to wake up for each day. Do you like this job? Is it a good place to work with a fun environment? For one company, a CHAMPIONSHIP CULTURE has been built upon doing things a little different than the norm.