Frances Frei

In the world of services...

The same physics applies, but we seduce ourselves into thinking that we can be great at everything.

So this is more difficult to do in service business.

So we often say as shorthand, people think they can defy gravity.

It means they're talking about a service and they're acting as if trade-offs don't apply to them.

And they do.

Right.

Yes.

And which means it's the part that the leaders should model.

But what we find- Must model.

We're going to smell it.

yeah about why the trade-offs need to exist and so if you find your way to call the ceo like the ceo is a guaranteed yes if you can finally get through the gatekeepers to get there and that's really bad posturing the ceo should say the same no as we want the front line to say which isn't a mean no it's a contextual no

It's a strategic no.

would correspond to the entire annual profit of the airline.

I think Southwest had a 30-minute advantage.

They could turn their planes around 30 minutes faster because of many of these choices.

that gave them essentially the entire profit of the airline.

And so anything that got in that way, they can't do, but they didn't do it because they didn't care.

And you got the sense that other airlines, when they say no, it's just the person you were unfortunately assigned didn't care.

And if I was given a more empathetic person, I would have gotten a yes.