Singapore airlines -

13 October , 20158 September , 2015

Why some Customers are unhappy… no matter what

As a General manager you should aim to have a happy customers.

There are times, though, when customers become unhappy, even though you believe they have no right to be. And remain less than happy, no matter what you do.

Today, I’d like to offer some advice, an explanation, and a general strategy.

The advice is- get used to it.

While you can create a great environment for customers, you can’t make some unhappy customers happy.… Read more

16 June , 2013

The challenge of staying the best

I write this on a Singapore Airlines (SQ), one of the world’s best airlines. A travel icon for decades, at least as long as the thirty years I’ve travelled with them. For SQ, and for those of us in business it’s tough becoming number one, and should you achieve its even harder to stay numbers one.

The aspiration to become number one sets for all a unique challenge for success, and having achieved this lofty goal, how do we maintain the passion in our teams to stay number one?