Reputation Management Online

The media are reporting that British Airways cabin crew are stepping up their industrial action through a campaign of passive resistance: they are pouring unfinished bottles of vintage wine down the sink!

It’s always the details that matter in a story. With Bill Clinton it was the cigar, now it is the fact that it is vintage wine. The actions are supposed to push the company back into negotiation, what they actually do is make the cabin crew look petty and childish. The company is losing money, their pension is underfunded and they have lost the public’s sympathy, but they persist in behaving in a manner that makes them look petulant.

The cabin crew need to regain the initiative if they are win or benefit from the coming negotiations. That means they need to polish their reputations by providing outstanding service and demonstrate to passengers that whatever illwill they feel for their employer, they continue to serve customers with passion.

If they are not careful, they might follow the wine down the plughole as well.

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