Jetstar NZ's Grant Kerr wants to take customer service to greater heights in 2015, delivering passengers with smiles on their faces.
The Corner Office - Jetstar NZ Head.
What is your personal business philosophy or business focus?
My overall business philosophy is to be honest; honest to myself and to everyone I interact with, and I look for that in return. Treat your customers and staff the same as you would like to be treated. I do expect everyone
to take responsibility for their actions and I like to encourage people to take ownership of a problem and be prepared to make decisions. I also believe that having a sense of humour makes a big difference to a business culture.
What was the best business decision you made for the company?
I think it's every decision that we've made for our Flying Start programme. Over the past three years we've provided 11 grants with a combined value of $330,000 to well-deserved non-profit organisations throughout New Zealand and those decisions have had a very positive impact on hundreds of individuals and their families.
What was the hardest or worst business decision you made and what did you take away from it?
I've been involved in a number of large businesses over the years and many times there's been a need to undertake a review in regards to structural requirements. Unfortunately this sometimes requires a reduction in head count or the need to make changes to roles and responsibilities. In these situations I know that the decision I am making will have a significant impact on that person and their family. I never underestimate the impact the decision may have and I always try to put myself in the other person's position.
Do you have a golden rule you follow or a business motto?
Enjoy your role, enjoy your organisation, enjoy your team and most of all enjoy life. If you don't find joy in what you do it can be very tough going.
