When an Air Asia plane flying from Indonesia to Singapore crashed in 2014, Group CEO Tony Fernandes, unmindful of the advice of his lawyers, felt that as the face of the brand, it was imperative that he had to be with the airline staff, and most importantly, considered it his responsibility to be there for the relatives of the victims.
Insight
When leaders display concern and care for their staff and customers, they reciprocate by becoming more trusting and forgiving of the leader and the company.
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