Originally Posted by
vandypilot
Our CEO doesn't deal with customer service issues. That is why he was forwarding the email to the person at Spirit that does. And that is how the mistake email got replied to all. The person with the complaint figured out his email and bothered the CEO with it. It is not that hard to do at spirit.
[email protected].
Seems to me like he "dealt" with the issue by making a comment. It burned him in the long run. Would have been better for him to simply hit delete, or forward it to his secretary and say "pass this to the appropriate person." By putting his opinion on the issue, he deals with it (even if unintentionally).
Good leaders, pass on info without opinion (unless it's absolutely necessary)and let the field commanders run with the information.