This week making headlines was Heather Cho, the
vice president of Korean Air firing the head of the
cabin crew of the flight she boarded enroute to the US
from Seoul. She happened to be the daughter of the
airlines owner as well, but I am sure it was just a
coincidence, as you will see, she deserves an ultimate
award, in the lesson of branding.
When the incident became public, the outcry as
expected was about this woman drunk with power.
Hapless head of the cabin crew was kicked out of the
plane, after it had already left the gate and on tarmac.
To understand what she delivered by the incident,
you have to understand that she was in a First class seat.
People who can afford that do not think about money,
they are there because of the service, comfort and
obliviously to most of us, class. Yes class. That is
what makes First class 'First class', its not the thousands
of dollars more you pay than cattle class. By serving the
nuts in a bag, like you do in the cattle class, instead of
serving it properly as required by the rules of the class,
in the Korean porcelain bowl, the cabin crew had
totally disregarded the merit of the brand that Korean
Air First class was supposed to possess.
You could fly any other First class, they could tolerate this
kind of minor mistakes by staffs, but this won't
go off the radar in the Korean, that is for sure.
Simple acts of service are magnified many more times
in those rows of seats and makes all the sense about
why it becomes the choice of the top end of the food chain.
Kudos to Heather Cho.
She has not only make known to the world what it means
to be in the Korean Air First class, but provided a top
notch example of an executive following what she promotes.
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