El CEO de American Airlines acaba de tomar una decisión realmente importante, y estas 9 fotos lo demuestran

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Esta es una historia sobre American Airlines, la confianza de los clientes y los tiempos en que las acciones hablan más que las palabras en cualquier negocio.

A partir de mañana, American Airlines realizará una serie de cinco vuelos en su avión Boeing 737 MAX «exclusivamente para miembros del equipo», como lo expresó la aerolínea.

Estos aviones estuvieron en tierra durante más de 20 meses después de que dos aviones 737 MAX operados por aerolíneas en Asia y África se estrellaran, matando a 346 personas. La FAA acaba de levantar la orden en los EE. UU., Lo que plantea dos grandes preguntas: ¿son reales? seguro ahora? ¿Y los pasajeros los volarán?

De ahí la decisión de realizar estos vuelos de demostración, tanto para asegurarse de que el personal esté familiarizado con la aeronave como para tratar de infundir esa confianza en los clientes.

El sitio web de la aerolínea Vista desde el ala publicó parte del mensaje de American Airlines a los empleados sobre estos «vuelos a ninguna parte», incluido el horario de vuelos: Dallas mañana, dos la semana que viene en Nueva York y Miami, y dos más la semana siguiente.

Luego, American planea devolver el 737-MAX a su flota operativa en un papel limitado a fines de diciembre, probablemente meses antes que sus competidores nacionales.

Pero me di cuenta de algo que no había visto: ni una palabra sobre si Doug Parker, el director ejecutivo de American Airlines, había decidido participar en este primer vuelo de demostración mañana.

En abril de 2019, escribí que los pasajeros que quieran sentirse cómodos en los aviones 737 MAX necesitan algo de lo que se requiere:Los ejecutivos lo vuelan ostentosamente; probablemente incluso lleven a sus familias a bordo.

De lo contrario, escribí, a los pasajeros no les importaría la frecuencia con la que se les dijera que el avión estaba a salvo. tienes que verlo por ti mismo.

Bueno, mérito donde se debe, resulta que en el momento exacto en que le pregunté a American Airlines el martes cuándo Parker podía volar uno de estos aviones, literalmente estaba haciendo eso, sin fanfarria previa.

Esta fue una decisión importante, y anoche publicó la evidencia: Nueve fotos de Instagram que muestran a él mismo, a sus compañeros de viaje (todos enmascarados; todavía estamos en una pandemia), la tripulación y el avión 737-MAX. en el que estaba. y la vista desde la ventana.

«Hace mucho que digo que si los pilotos de American Airlines, los mejores en el negocio, se sienten cómodos y seguros volando el MAX, yo también», escribió Parker en Instagram, acompañando las fotos. «Hoy entramos en nuestra base de mantenimiento en Tulsa con la mayor certeza posible, junto con mi esposa Gwen, el presidente estadounidense Robert Isom y muchos otros».

Una portavoz de American Airlines confirmó que las fotos fueron tomadas el martes y que Doug Parker, Gwen Parker, Ison y el resto volaron de Tulsa a Dallas en el avión 737-MAX.

Hay una frase en los negocios, «come tu propia comida para perros», que significa que quieres que tus empleados usen tus productos.

En la industria de la aviación, sin embargo, la confianza es el producto principal. La mayoría de nosotros no somos pilotos; Incluso menos de nosotros somos ingenieros aeroespaciales. Entonces, si no creemos en el juicio de las aerolíneas y sus equipos, no hay gran negocio.

Por esta razón, siempre aconsejo a los ejecutivos de empresas más pequeñas que estudien las aerolíneas: son altamente competitivas, cotizan en bolsa y principalmente en un negocio de commodities: mueven pasajeros de un lugar a otro de manera segura.

Por eso creo que hay una lección tan buena aquí.

Cuando les pide a los clientes que confíen en usted, también debe mostrarles su confianza. Necesita mostrar su confianza en las cosas en las que les pide (y a sus compañeros de trabajo) que confíen.

Irónicamente, al comienzo de la crisis del 737-MAX, algunos empleados de American Airlines se mostraron escépticos. Cuando la gente tiene buena memoria, me pregunto si eso podría ayudar a American Airlines ahora.

Los asistentes de vuelo pidieron que el avión estuviera en tierra en marzo de 2019, antes de que realmente lo estuviera, para unirse a sus pares en otras aerolíneas. Se filtró un audio colorido y grabado en secreto de una acalorada reunión entre funcionarios de Boeing y American Airlines en noviembre pasado.

Si su escepticismo era típico entonces, y sin embargo, si los mismos profesionales están dispuestos a volar el 737-MAX ahora (incluso para poner a sus familias en él), ¿podría decir algo importante?

Por supuesto, realmente espero que esto funcione en todos los frentes. Por supuesto, espero que los aviones 737 MAX estén a salvo desde el punto de vista humano.

Dados los problemas económicos y los desafíos que enfrenta actualmente la industria de la aviación, definitivamente espero que American Airlines y sus competidores tengan éxito.

También observaré con interés cómo se desarrolla. Y si tiene un negocio y la confianza del cliente es importante para usted, creo que también vale la pena dedicarle su tiempo.

Las opiniones expresadas aquí por los columnistas de Inc.com son las suyas propias, no las de Inc.com.

This was an important decision, and last night, he posted the proof: nine Instagram photos showing himself, his fellow passengers (all masked; we're still in a pandemic), the crew, the 737-MAX plane he was on--and the view out the window.

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A post shared by Doug Parker (@doug_parker)

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"I've long said that when American Airlines pilots - who are the best in the business - are comfortable and confident in flying the MAX, so am I," Parker wrote on Instagram, accompanying the photos. "So today, along with my wife Gwen, American's President Robert Isom and many others, we boarded the MAX at our Tulsa maintenance base with the utmost peace of mind."

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An American Airlines spokeswoman confirmed that the photos were taken Tuesday, and Doug Parker, Gwen Parker, Ison, and the rest did in fact fly from Tulsa to Dallas aboard the 737-MAX aircraft.   

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There's an expression in business: "Eat your own dog food," meaning you want your employees to use your products.

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In the airline industry, however, the core product is trust. Most of us aren't pilots; even fewer of us are aeronautical engineers. So, if we don't have faith in the airlines and their teams' judgment, there's not much of a business. 

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This goes to why I always advise leaders of smaller businesses to study airlines: they're a highly competitive, publicly traded, and operating largely in a commodity business: safely transporting passengers from one place to another.

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It's also why I think there's such a good lesson here.

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If you're asking customers for trust, you have to show them your trust as well. You have to demonstrate your faith in the things you're asking them (and your employees) to have faith in.

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Ironically, very early in the 737-MAX crisis, some American Airlines employees were vocally skeptical. If people have long memories, I wonder if that might help American Airlines now.

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Flight attendants called for the plane to be grounded in March 2019, before it actually was, joining their peers at other airlines. More colorfully, secretly recorded audio leaked of a heated meeting between Boeing officials and American Airlines the previous November. 

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If their skepticism was typical then--and yet, if those same kinds of professionals are willing to fly the 737-MAX now (even to put their families on it)--could that say something important?

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Of course, I really do hope that this works out on all fronts. Obviously, I hope that 737-MAX aircraft are safe from a human standpoint.  

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And, given the economic issues invovled, and the challenges facging the airline industry right now, I certainly hope that American Airlines and its competitors are successful.

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I'll also be watching with interest how it unfolds. And if you're running a business, and customer trust is important to you, I think it will be worth your time, too.

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