On February 9, 2021, Logos president Helio Fred Garcia was interviewed by MarketScale about the decision for Boeing’s 737 MAX to return to service for commercial flights. Garcia was interviewed alongside Ludovic Chung-Sao, Founder of ZenSoundproof and former certification engineer for 737 Max engines, about the various aspects of the aircraft’s return to the sky years after the two tragic plane crashed that sent Boeing into a multiple-year long crisis.
During the interview, Garcia described how Boeing ended up in a crisis over the 737 MAX. “The foundational principle of maintaining trust in a crisis is to show you care quickly, and Boeing was singularly unable to show that it cared,” he explained. But he also noted another way in which Boeing fumbled in their crisis response was in the company’s insistence that the planes were safe, followed by ‘But don’t worry, we have a software fix coming.’ This mixed message was confusing, and led people to not trust Boeing’s reassurances. Part of Boeing’s challenges, as Garcia explained, was that Boeing was that the company didn’t appreciate the user experience of the pilots of the plan. The lesson: “In a crisis, you must not think like an engineer, but think like the user of your product or technology.”