SUCCESS

With public outrage over spending behaviours of American CEOs, here is one exemplary profile of the CEO of Japan Airlines who rides the bus to work.

Merrill Lynch boss John Thain spent $1 million decorating his office. Haruka Nishimatsu, the president and CEO of Japan Air, knocked down his office walls so anyone can walk in.

He buys his suits at a discount store, because a boss who wears Armani puts himself at arm's length from his people.

"If management is distant, up in the clouds, people just wait for orders," Nishimatsu told CBS News through a translator. "I want my people to think for themselves."

And meeting his people means popping into planes, chatting with flight attendants, even sorting the newspapers.

"I'd like to just find what is going on at the front line," he said.

All CEOs say that service is important, but Nishimatsu goes it a step beyond. He says that if you're having a bad experience, don't get angry with the people you're dealing with - blame the person in charge.

The person in charge here walks the walk. Look up, and there's the boss.

Barry Petersen

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