Los Angeles
It's easy to be personable, professional and effective in good times, whether in leadership or customer-service settings. The true test comes when times are tough, which means right now. The problem is that we mortals tend to hunker down in a defensive crouch at moments like this, just when we need to open up wide to people, promises and possibilities.
Richard gets this point. He's a Virgin America gate attendant at Boston's Logan Airport. When he noticed my quandary this morning in being unable to locate a Sunday New York Times - it was so early that they had not yet arrived at the gate's lone shop - he approached me, smiled and said, "I can go back through security and get a Times for you." This cost his employer virtually nothing, and yet it has earned one very loyal customer in me. It's a mindset that just seems so utterly lacking at United, Delta or U.S. Air. Those employees are every bit as nice and professional as Richard, but there is little or nothing in their organizational culture, climate, training and reward system to do what Richard did for me. In fact, there are probably company rules against it.
An open approach that places a premium on communication, collaboration and due consideration is essential for leaders right now, as well. I'm hearing of too many folks abrogating their leadership duties just when they are needed the most, even if the reasons for doing so are understandable. Now is when we must rise above ourselves and not submerge under the weight of fear. Best leadership practices these days include staying on strategy, clarifying matters for our teams when we know the facts, honestly indicating when we do not know the facts but attempting to discover them, utilizing self-awareness (if we have any), practicing situational awareness and listening skills, rewarding our best people, avoiding reckless decision-making made in the name of short-term budget-cutting, being visible and available, and modeling the behaviors we expect from others. Yes, it's a pain in the neck, but that's the job. Nobody said it was easy. Richard certainly understands this point.
It's easy to be personable, professional and effective in good times, whether in leadership or customer-service settings. The true test comes when times are tough, which means right now. The problem is that we mortals tend to hunker down in a defensive crouch at moments like this, just when we need to open up wide to people, promises and possibilities.
Richard gets this point. He's a Virgin America gate attendant at Boston's Logan Airport. When he noticed my quandary this morning in being unable to locate a Sunday New York Times - it was so early that they had not yet arrived at the gate's lone shop - he approached me, smiled and said, "I can go back through security and get a Times for you." This cost his employer virtually nothing, and yet it has earned one very loyal customer in me. It's a mindset that just seems so utterly lacking at United, Delta or U.S. Air. Those employees are every bit as nice and professional as Richard, but there is little or nothing in their organizational culture, climate, training and reward system to do what Richard did for me. In fact, there are probably company rules against it.
An open approach that places a premium on communication, collaboration and due consideration is essential for leaders right now, as well. I'm hearing of too many folks abrogating their leadership duties just when they are needed the most, even if the reasons for doing so are understandable. Now is when we must rise above ourselves and not submerge under the weight of fear. Best leadership practices these days include staying on strategy, clarifying matters for our teams when we know the facts, honestly indicating when we do not know the facts but attempting to discover them, utilizing self-awareness (if we have any), practicing situational awareness and listening skills, rewarding our best people, avoiding reckless decision-making made in the name of short-term budget-cutting, being visible and available, and modeling the behaviors we expect from others. Yes, it's a pain in the neck, but that's the job. Nobody said it was easy. Richard certainly understands this point.