I am writing this from the Hawkes Bay. We are down here for a Fly in Fly out weekend attending our niece’s birthday party.

Air NZ was the airline and I determined before we left to pay specific attention to how they dealt with their passengers. I have long been impressed with this iconic Kiwi company. They have recovered from disasters including near financial collapse but have survived and gone on to win awards around the world in a range of categories. This does not happen by chance.

I have to say I am impressed. We were dealt with in a very professional but friendly way - just the way we Kiwis like it.

How come they are so good?

I think it comes down to three things:

  • The culture that comes from the top and inculcates everything
  • A motivated and involved team
  • Systems that drive & monitor performance

As I look at my own organisation and the others I am part of, I am challenged to check each of them out in these three areas. There is always room for improvement and it always comes back to the question - what will I do to improve things?