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Unfortunately the Klebahn's story does not surprise me at all. In early July I had a horrific experience with United (canceled flight due to mechanical issues), that was only made worse by each and every employee I encountered. After a few days of trying to get where I was going, and countless unhelpful employees, I realized that the United Airlines culture is built on apathy. I applaud this blog post and the author for using United as an example of the exact opposite of "felt accountability." When you encounter 10 employees and ALL of them, at every level and job, are apathetic and powerless, it's a culture problem. Wake up United Corporate!
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 14, 2012
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