No, it wasn’t smart for United to drag one of its customers off the airplane. Yet at some level, every step of that sad ordeal was supported by policy.
Ed Tyll invited me on his radio show to talk about that ignominious event and how Expensive Sentences played a part. Ed is witty, smart, funny… we had a great conversation and I want to share it with you. Enjoy (by clicking the play button below on the left).
We all need to sometimes ask what’s driving our actions:
- Precedent – “That’s the way we’ve always done it”
- Policy – “I’m just doing my job”, or
- Purpose – “This is getting us closer to our goals!”
I think you know what the winner is.