2009 = Service and Innovation

January 1, 2009 — 1 Comment

Here’s a prophetic word for 2009. Who will be the standout leaders in the coming year? Innovators who genuinely serve those entrusted to their care.

Innovators who serve their clientele, their customers, their team, or their organizations will stand in stark contrast to the cancerous rash of self-serving kleptocracies we experienced in 2008. From Mugabe in Zimbabwe to the wizards of Wall Street, headlines have highlighted those who seek status and personal gain at the expense of those whom they lead.

Air Canada Stands Out
Last week I flew Air Canada from Orlando to Toronto to speak at a student conference. It’s a short flight, 2 hours and change. The equipment was a relatively small jet, definitely not one of the long-haul types I often fly. Here’s what stood out to me: each seat had its own USB charger and 120-volt AC outlet, along with a complimentary inflight entertainment suite.

In a world where US-based airlines constantly teeter on the brink of bankruptcy, offer AC outlets only for their business passengers (United) and charge $2 – $6 for movies and TV shows (Delta), Air Canada is serving and innovating. Way to go, eh!

One response to 2009 = Service and Innovation

  1. Wow… Air Canada is the less customer-oriented of the two major airlines in Canada. During the couple weeks around Christmas, pretty much the whole country was hit by some crazy winter storms, resulting in a whole lot of flights being canceled. Air Canada passengers were left to fend for themselves and sleep in the airports, whereas Westjet shelled out to put up its guests in hotels and provide food for them. I’m really glad I flew Westjet this year to head home for Christmas — overnight in a downtown Calgary hotel was a lot nicer than overnight in the Calgary airport would have been…

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