Untitled - Hospitality Maldives

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.
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.
What about you?
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling “UP Your
Service!” and founder of “UP Your Service College”. Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or
to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store.
You can also watch Ron live or listen to him at http://www.RonKaufman.com