Letty Go and Lead | Gagen MacDonald

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Letty Go and Lead

Jan 08, 2015
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Okay, so I couldn’t resist the headline!

I had the pleasure of first meeting service director Leticia Molino at the customer service desk at O’Hare. She has a love for her airline that’s absolutely infectious. She carries a photo album with pictures of her family – her United Continental family, that is. The first snapshot shows her with CEO Jeff Smisek. She notes that he truly values Letty and her coworkers – and listens to what they have to say. Other shots include fellow union members as well as other members of management. With each flip of the page, Letty offers an affirming story of each person’s contributions.

“I like to search out the love in the system”, Letty told me. ” It’s everywhere I look. That’s why I love this airline.” Yet Letty’s love isn’t blind. Sh acknowledges the difficulties inherent in running a major airline. And she doesn’t shy away from the integration challenges and pains involved with merging into her new blended family. She and her coworkers are dealing with the realities and the hiccups every day.

But Letty keeps her eye on the prize – the customer. She also looks to understand and appreciate each of her coworkers and encourages them to do the same.

I’m a big believer that what one focuses on, manifests itself. Letty manifests love and customer service.

You go, girl!

/ Jan 08, 2015

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