Hit or MISS’ive - Starwood: You Can Learn a Lesson of Effective Communication from American Airlines
Both Starwood and American Airlines announced big news for travelers and those loyal to their brands this week. One’s communication was a hit; the other a big miss.
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Last week a friend shared with me an impressive letter written by Adrian Gore, CEO of Discovery Health, which he sent to employees regarding the VW emissions readings scandal.
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“But I’m a Barista…why does #GreatFallOfChina matter to me?” On August 24, Starbuck’s CEO Howard Schultz sent an email to all employees regarding, “Leading Through Turbulent Times,” asking employees to “be very sensitive to the pressures our customers may be feeling, and do everything we can individually and collectively to exceed their expectations.”
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This post is part of our Hit or Miss’ive column, where we analyze real-life situations that show what effective leadership communication looks like—or in some cases (like this one), what it doesn’t look like.
Many companies are looking to cut their costs in order to maintain or increase profit margins. But while keeping an eye on costs is a sound business practice, cutting them without thinking through the consequences can backfire, as a large global company located in a wintry climate recently learned.
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It took AOL CEO Tim Armstrong 4 days to apologize for the firing of an employee in front of 1,000 other employees.
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Tags: Hit or Miss'ive Column, Leadership Effectiveness & Planning
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Imagine getting fired. Think how you might feel. Then think about getting fired in front of a peer. What about in front of 1,000 employees? Still worse, by the CEO.
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Tags: Employee Engagement, Leadership Communication, Hit or Miss'ive Column
Recently in Hit or Miss’ive I commented on Yahoo’s letter to employees that halted telecommuting for its workforce. My goal of that column was to highlight what was wrong with the communications around the policy change announcement (not necessarily the policy change itself). Unfortunately, Yahoo lost an opportunity to communicate tough news in a credible way employees would respect; instead, the email cloaked in rah-rah from HR caused resentment internally and a media storm externally.
Last week, Best Buy one-upped Yahoo on the same subject. Best Buy chose a less direct approach, perhaps having learned from Yahoo’s mistakes, by announcing that telecommuting is no longer “a right,” for employees but now “a discussion.”
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