THE INNOVATOR'S ATTITUDE
Volume 5 · Issue 5 · May 2026
A monthly newsletter with the objective of helping leaders innovate profitably by providing them with best practices, models, and different perspectives.
On Making Customers Love You
We finished our third circle above Pula. Something was wrong.
Up until point the flight from Oslo, Norway, to Pula, Croatia, was quite uneventful. But now we were making circles above the sunny sea-side town. I wondered if there was some sort of congestion on the tiny local airport.
Suddenly there was some static noise, followed by captain speaking through the crackly system.
“I would like to inform you that engine fire-alarm system is on. It is probably nothing, but we must follow the protocol. We will be heading to Copenhagen.”
You could see the atmosphere change in a moment. Croatia is Norwegians’ favourite summer destination—most of them have already mentally landed and were thinking about beautiful beaches, delicious delicacies, and wondrous wine.
Now there was a risk of catastrophic accident, we were not to land in Croatia, not even return to Norway, but rather head to Denmark, instead. Since I was in the first row I overheard the flight attendants—we were going to Copenhagen because that is where main maintenance facilities are.
