Management Challenge

Kenneth Chenault had just gotten his dream He learned that the attacks had left eleven

job as chairman and CEO of American American Express employees dead or

Express Co., becoming one of the few missing. American Express was already

African Americans ever to head a major going through some difficult times before

U.S. corporation. He knew he would face the September 11, 2001, terrorist attacks.

challenges, but he never imagined anything In his first year on the job, Chenault twice

like this in his worst nightmares. While he had to report disappointing financial

was on a business trip to Salt Lake City, results and had announced layoffs of

talking with a colleague back in New York, almost 7,000 jobs. Now, as the Number 1

terrorists crashed planes into the twin issuer of credit cards and the Number 1

towers of the World Trade Center, just travel agency, he knew American Express

across the street from American Express would be at the center of an economic

headquarters. Chenault immediately storm. As he returned to New York,

telephoned security, and he instructed that Kenneth Chenault’s heart was heavy and

they begin evacuation procedures his mind was whirling. He knew that

immediately. Over the next two days, stuck everyone–from the lowest-ranking

in Salt Lake City, Chenault set up a employee of the company to the biggest

command center and held hourly conference shareholder–would be looking to him for

calls with top executives to keep tabs on leadership.

what was happening and to deal with

immediate problems.