What if CEOs were honest?

Here’s an example. Ryanair’s Michael O’Leary is quoted in the Irish Independent as saying:

“Are we going to apologise when something goes wrong? No we’re f**king not,” said O’Leary. “It doesn’t matter how many times you write to us complaining that we wouldn’t put you up in a hotel because there was fog at Stansted. You didn’t pay us for it,” he added.

Maybe the problem with corporations and customer service is not that they offer poor customer service, but that they claim they don’t. If a company says “we suck,” any service looks good. If RyanAir can get me from point A in Europe to point B in Europe for $20, I’ll put up with pretty well anything.


al o'neill's picture
al o'neill on August 2, 2004 - 18:51 Permalink

I always find that companies who can be honestly self depricating in their ads and public image are showing their confidence in the quality of their products. The classic VW Bug ads are probably the most striking example of this. Same with company spokespeople who like this who don’t claim to be the very best, but just layout what their company does in bare, simple terms, and what they’re good at.