Instead of owning up to their mistake, the CEO attempted to attack the passenger in a public statement and blame him for causing the ruckus.
Trust is not earned easily these days as clients are becoming more wary of the businesses they choose to interact with.
For that reason, big companies put plenty of effort and resources to prove they conduct business in a morally sound way. In search of an alternative to corporate vendors, many clients turn to small businesses, just like yours, to source products and services.
Taking this up a notch, integrity also refers to the actions of your company as a whole.
If you and your employees display moral conduct in dealing with clients, suppliers and internally with each other, your business will perform better than if the opposite was the case.