Treat the employee as #1 and the Customers as #2

Take care of the employees first and they will take care of the customers and the bottom line will take care of itself.

The CEO is now realizing this to be true:

Northwest Airlines Corp., which was forced to cancel more than 3,100 flights in June and July in part because of an unforeseen pilot shortage, could have avoided the problem if it hadn’t pumped up its schedule this year and implemented tough pilot work rules overnight, said Doug Steenland, the chief executive officer.