Customer Reviews

A Spirit of Greatness: Stories from the Employees of American Airlines

5 star:		(2)
4 star:		(1)
3 star:		(1)
2 star:		(0)
1 star:		(0)

 

 

This book is what American Airlines is all about. My brother has worked for American Airlines for 25 years and he always goes out of his way to make sure each and every customer is treated First Class. It is employees like this that make American Airlines "Something Special in the Air". .

Intersting colloection of stories and everyday anecdotes of the routiney customer service issues to the letter from the passenger who lost her wedding ring on board an aircraft...only to be tracked down months later my mechanics at the maintenace hub in Tulsa after tearing up the floor panels. If you're interested in customer relations or employee morale, this is a great pick.

I read the copy of this book that my father got from American- he is an employee. It was great to see put into words the many reasons why I have always loved American Airlines, and why I will continue to do so. This book recounts many stories from employees who talk about what makes American special- Not why American is better than anyone else, but what it is that sets them apart. This was really an excellent book for everyone to read. I found myself up for hours, wanting to read "just one more story."

A nice collection of stories about how service counts in the airline business. American is the only legacy carrier not to go into bankruptacy and for people who wonder why, it is not leadership but the people providing customers with great care. Only when you care for your customer do you build a clientele who will buy your product. Other airlines failed to do this, but American has always done this.

The book is a series of stories related by employees of how they follow that strategy. At the end, there is a story of the CEO (Casey I think) and how the base put him on the wrong plane. Casey ended up in Chicago rather than Washington. The stories are simple, service and care for your customer and they will reward you with repeat business.