Entrepreneurs Need To Know When To Let Go
(Financial Times) — n the early days of EasyJet , an agitated customer telephoned the UK-based airline and demanded to speak to Stelios Haji-Ioannou, the founder. The customer explained that he had booked his honeymoon flights on the airline some months before, but the wedding was now off. Mr Haji-Ioannou said that EasyJet had a no-refunds policy but, given the circumstances, he was prepared to relent. “Oh, I don’t want a refund,” the customer said. “I want to change the name of the person I am travelling with.”
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