give your asshole customer to the enemy

bob sutton:

Ann Rhoades, former head of the People Department at Southwest Airlines, described to me how a fellow executive earned the loyalty of Southwest gate agents by interrupting a nasty and abusive passenger, telling the jerk that he couldn’t allow his people to be treated that way, and then marching him to an American Airlines gate to buy him a ticket to send him on his way. This not only brought Southwest people together because they felt protected, it brought them together because American was seen as an evil competitor that deserved that asshole passenger.

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