Don's Monthly Newsletter: "Reputations Are Built in the Tough Times" - January 2016
When an airplane experiences extreme turbulence, passengers want to hear an announcement saying the turbulence is only temporary. We love the sound of a calm voice. We root for the pilot. Buckle up and be patient. There is smoother weather ahead. We watch the flight attendant for his or her reaction. We look for signs that occasional turbulence is normal and tolerable. We crave reassurance.