It is better for an organization to never point to a vision or values unless they intend to live up to them. I am reminded of the airline whose vision was to bring fun and humor into the flight. On one occasion a customer complained to the CEO that fun and humor had no place in the flight safety presentation and asked that this practice be stopped or she would no longer fly their airline. We know what most CEO’s would have done. But this one walked the talk and wrote back simply, “We will miss you.”

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