Culture is what keeps a company at a competitive advantage against others. If your employees are happy, they’ll make your customers happy and your customers will return. That’s in the simplest terms.
Well, looks like American Airlines didn’t get the memo on that. The latest American Voice survey sent to team members shows a strong dissatisfaction with American’s management team.
Let’s explore this a bit more:
- 37% of all mainline team members shared their feedback, which is 41,858 employees
- Of that, 51.3% thought that leaders at American made incorrect decisions that don’t take care of frontline team members.
- Of that, 49.4% thought leaders at American don’t make the right decisions that support the employee.
- Of that, 49.9% thought leaders at American don’t listen and seek to understand the frontline team member experience.
Here’s the full survey results from American:
Any company with these kinds of statistics should be immediately alarmed, but let’s break this down a bit.
It’s clear employees don’t feel that American makes the right decisions that take care of them. I guess we could say the same about American taking care of their customers (hello Oasis… what were they thinking?). If you take care of the frontline employee with the right decisions, that employee is then empowered to make the right decisions for the passenger. There’s also a disconnect between management and the frontline team member where management doesn’t understand what a frontline team member goes through — whether that’s requesting personal days off, with work condition reports, etc., this survey clearly sends a message to American’s leadership that they need to work in the weeds with their employees to understand what they go through on a daily basis.
American has put a lot of emphasis on the corporate culture and claimed a large emphasis on helping it change for the positive — but that’s been the case for several years. While results don’t happen overnight, when half of the workforce is in doubt, it casts a huge shadow of doubt on what’s been supposedly worked on previously.
All in all, not a good day for American’s leadership – a sign that perhaps change is in the works.
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