Good intentions but show me results

Want an example of how good intentions, when issued without preparation, can go bad quickly? Look no further than Southwest Airlines. The company launched its annual fare sale, with smoking deals. And it got great response. So great, in fact, that it caused a meltdown on their website and long frustrating phone delays for customers who wanted to give them their business. Now the airline gets a bad rap on its image from an offer designed to do the opposite. Good intentions backfire when you can’t deliver the good. A lesson for us on all levels.

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