When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their...
Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
Memorial Day has its roots as far back as 1868 and became an official holiday in 1971. This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a...
When everything starts with trust, it’s amazing what you can accomplish. When Associates trust their leaders, it drives more productive work environments which are more likely to put Guests at the center of everything. It also leads to less turnover,...
