The FT has an absolutely priceless interview with Michael O'Leary, the boss of Ryanair. O'Leary clearly loves his reputation as a cantankerous bastard, and he plays up to it brilliantly, slashing away with abandon at the sacred cows of modern managementspeak, including its formal reverence for the company's employees and customers. Here he is on his staff:
As I try to prise off the worryingly sturdy wrapper on the bagel, he
says there are two “great things” about lunchtime in an out-of-the-way
office like Ryanair’s. “One, there’s nowhere to go and eat,” and two,
the only time staff are allowed to use the internet for personal
reasons is between five past one and five to two. “So they all tend to
stay at their desks at lunch hour!”
The staff get another
pasting as he moves on to talk about management consultants (“should
all be euthanised”) and MBAs (“bullshit”). “MBA students come out with,
‘The customer’s always right,’” he says, adopting a whiny voice.
“Horseshit! The customer’s usually wrong! And, ‘My staff is my most
important asset.’ Bullshit! Staff is usually your biggest cost!”
And on the customer, usually described as infallible:
And then there is that other source of endless aggravation, Ryanair’s
passengers. Especially the ones wrecking his efforts to shave
luggage-handling costs by checking in their cases (for an extra £30)
because they are “too mentally bloody lazy to travel with carry-on
bags”.
Whether he's right or not, there's something very bracing about O'Leary's candour...