FranklinCovey On Leadership Ed Bastian: Leading with a Heart of Service
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Nov 3, 2023 Delta Air Lines CEO Ed Bastian shares personal stories of employees going above and beyond, highlighting empathy and humanity in customer interactions. He emphasizes the cultural imperative of treating customers with kindness. Ed discusses the hiring process, focusing on finding individuals with a heart for service and a track record of going the extra mile.
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Employees First, Always
- Putting employees first leads them to better serve customers, creating a virtuous cycle of loyalty and investment.
- Policies like blocking middle seats during the pandemic prioritized employee and customer safety, aligning with company values.
Admit Mistakes to Build Trust
- Admitting mistakes publicly builds customer trust and invites helpful feedback.
- Vulnerability from leaders allows adjustments that better serve loyal customers and improve product offerings.
CEO as Authentic Brand Face
- CEOs should be authentic and relevant if choosing to be the public face of their company.
- Visibility and communication build trust with employees and customers beyond marketing efforts.