FranklinCovey On Leadership with Scott Miller
Ed Bastian: Leading with a Heart of Service
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.
30:19
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Quick takeaways
- Delta Airlines prioritizes the safety and well-being of its employees and customers, generating loyalty and longevity through a philosophy of servant leadership.
- Being a visible and authentic leader, Delta Airlines' CEO, Ed Bastian, emphasizes the importance of demonstrating company values in action and being willing to admit mistakes to build trust and foster learning.
Deep dives
Delta Airlines Overcame Challenges During the Pandemic
Delta Airlines produced a documentary called The Steepest Climb, chronicling their journey during the pandemic. The documentary highlights how Delta overcame the biggest challenge in its history. During the pandemic, Delta prioritized the safety, health, and well-being of its employees and customers. They blocked middle seats on planes to ensure a safer environment for employees and customers. This approach showed their commitment to putting employees first and generating loyalty from both employees and customers.
