Recently I took a round trip flight for a business trip. Everything was going smoothly until my meetings were quite successful and I was done a day earlier than I expected. It was then that my trouble and a great example of how empowering your employees to do the right thing came into play.

I called the airline toll free customer service line to make sure seats were available and to see if there was any fare change. I was in luck since the plane was less than half full and the fare code was the same. I was told that there would be a $50 change fee that they would occasionally waive at the airport. So far so good. I arrived at the airport about two hours early and attempted to check in and that’s when service More >