Lead with LUV: A Different Way to Create Real Success
Format: PDF / Kindle (mobi) / ePub
Once, there was a remarkable person who led with love. Her company succeeded where its competitors struggled. Its customers were loyal, its employees loved to work there, and it was profitable year after year, for decades. This loving leader began her career as an executive secretary, yet the company's founder chose her to succeed him as president. When asked why, he said, "Because she knows how to love people to success." She is Colleen Barrett, President Emeritus of Southwest Airlines. Lead with LUV is an extraordinary, wide-ranging conversation between Barrett and the legendary Ken Blanchard, author of The One Minute Manager. Drawing on personal experience, Barrett and Blanchard reveal why leading with love is the most powerful way to lead and how it can help you achieve truly amazing levels of performance. Discover:
What "love" really means in the organizational context.
- Why leading with love is not "soft" management!
- How to use redirection and tough love to handle inappropriate behavior or performance.
- Why "servant leadership" is love in action, and how to make it work.
How to build the compelling vision and culture that sustains leadership with love.
floored to find that your employees on the ground were waiting outside the plane to present my husband with a bottle of champagne as well as their thanks. I was extremely touched when one of the Southwest employees turned to me to say, “Let me also thank you for what must have been a difficult year.” As we entered the gate area, every person waiting at the gate to depart stood and applauded the safe return of a man they had never met, based solely on the actions taken by Sandra. Please
* * * “It started with Herb and Colleen... and Gary Kelly now—they care for their Employees. They genuinely care for us. And so we think it’s our duty to care for others, too. That’s why we like our Customers and we like to give back. So as long as we have that Culture, I think that’s what makes us unique.” —Alex Ponzio, Dallas Captain * * * One final point regarding our delivery of Customer Service is a simple fact that most organizations do not seem to understand: There
physical or verbal abuse by a Customer, and we will back the Employee completely if we see this happening. I think it’s important for our People to know we’re on their side. At the same time, if our investigation shows that we were in the wrong, we will offer our profound apologies and make amends for our wrongdoings. All of our Leaders try to model Servant Leadership. Herb led the way, clearly, although I don’t think he even knew what the expression Servant Leadership meant until we told him.
daily interactions at work, in your home, or in your community? * * * K: When people have such strong feelings about leadership, I’m always interested in where those feelings came from. I love to ask people, “Who had the greatest impact on your life and who you are as a leader?” Hardly anyone ever mentions a manager or supervisor at work. They talk about their mother or father, a grandfather or uncle, or even their spouse or a friend. C: Bingo. When I think about who influenced my life
series I wrote with Garry Ridge, the President and CEO of WD-40 Company, titled Helping People Win at Work. The performance review system called “Don’t Mark My Paper, Help Me Get an A” that Garry and his colleagues initiated at WD-40 has elevated Partnering for Performance—a major aspect of Leading at a Higher Level—to whole new heights. This process has helped WD-40 Company become a darling on Wall Street. I am thrilled that the second book in this series is with Colleen Barrett, President