chapter  9
ROI Case Study at Happy Airways
Pages 20

Imagine that you walk into an ordinary brown brick building near an airport. Letters over the building’s entrance announce that this structure belongs to Happy Airways. The bland building could easily be used for storage or any nondescript purpose. The building and its facade do not give away the activity of the people within. Walking inside you are overwhelmed with the friendliness of the busy people inside. Seeing people walking, talking, and chatting in groups is common. “How are you doing today?” and similar phrases, said with smiles, abound. “Friendly” is the feeling that permeates the air. Hanging on the walls are framed posters mirroring the atmosphere and culture within the building. One particular sentence on a poster catches your eye:

It wouldn’t kill you to laugh: Don’t be afraid to laugh at yourself.