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All Quotes by author - Oscar Munoz
" As board members, we only meet infrequently and are not as engaged with the front line, necessarily. The first thing I did as CEO was I left this board room. "
Room
Only
Meet
" At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer. "
Day
Service
Focus
" At United, I will dedicate myself to making our airline flyer-friendly. "
Airline
Will
United
" Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic. "
Great
Athlete
The Right Thing
" Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period. "
Wall
Any
Front
" Communication and communication strategy is not just part of the game - it is the game. "
Game
Strategy
Just
" Everyone eventually matches or leapfrogs everyone else. "
Else
Everyone
Matches
" Everyone has images in their mind of what to expect from different groups. "
Different
Expect
Mind
" For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself. "
Empathy
You
Me
" Getting people where they want to go, reliably and happily, can make or break their ability to succeed in a work endeavor or to hug a family member at an important moment. "
People
Succeed
Work
" I am a first-generation college graduate, and I'm proud to say that most of my other siblings have college degrees as well. Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today. "
Family
Work
Today
" I am thrilled to return full time to a job and the employees I love. "
Employees
Time
Return
" I believe we must go further in redefining what United's corporate citizenship looks like in our society... and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. "
Way
Leadership
Live
" I can't tell you how many thousands of small moments that I've had with employees in our company that have been nothing more than a one-on-one. I'll see the baggage-services person, he or she is by himself. I'll pull them off to the side and have a 15-minute conversation about their history, their life, that kind of thing. "
History
Employees
Small
" I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing. "
Responsibility
Work
Do The Right Thing
" I feel most comfortable in the hangars and ramps. "
Most
Feel
Comfortable
" I feel terrific - my mind, my energy, my focus continues to be what it always has been, and I have a renewed sense of purpose. "
Purpose
Mind
Focus
" If I have any strength that would be considered above average, it is that I can read people. "
People
Above
Strength
" If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call. "
Phone Call
You
Weird
" If you fly and you look around today and you see our United family, you see them incredibly motivated and focused on making things right. "
You
Family
Fly
" I'm told by our internal surveys that we take of customers - by customers themselves directly and by a very large group of our employees - that there's a new spirit at United. "
Employees
Take
Spirit
" In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations. "
Consequences
Expectations
Doing
" I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment. "
System
Human
Commitment
" I think my reaction to most issues is to get the facts and circumstances. "
Circumstances
Facts
Reaction
" I think one of the things that, at least, I found out over - and many have in the industry - is that of all the customer service desires and needs, price is one of them. "
Customer
Think
Service
" I think the hardest thing that, historically, the industry may have relied upon is that we can't control weather, we can't control air traffic control, and use that at the end of the day as an excuse. Things do happen - we know they happen. We don't exactly know when they are going to happen, but we should definitely be prepped. "
End
Control
Day
" I think we have a thriving economic engine between not only the U.S. and Mexico but the U.S. and many, many other countries. "
Mexico
Engine
Economic
" I think we need to communicate more effectively how we treat you with respect and dignity as a customer. "
How
Dignity
Treat
" It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines. "
New
Better
Seat
" It is a free world. It is a dynamic of our new day and age: technology is everywhere. "
Day
Age
World
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