Leadership has nothing to do with the title on your business card or the size of your office. Leadership is not about how much money you make or the clothes you wear. Leadership is a philosophy. It's an attitude. It's a state of mind. And it's available to each one of us.
The most successful human beings are wildly focused. They have a very clear picture of what it is they want to create by the time they reach the end of their lives and then they have the discipline (and courage) to stick to their mission – saying “no” to everything that is not mission critical.
I experienced the leadership recently.
I was supposed to take a Spicejet flight to Chandigarh while I was returning from Norway. I booked this ticket as I thought I want to reach destination early.
When I landed at Delhi airport from Oslo, for my surprise I found out that they have preponed the flight by one hour and 10 minutes and they didn’t even care to inform me. I get an answer that they expect their guests to be reporting three hours in advance.
Ticket says departure at 8.20 AM and flight took off 7.10 AM
What happened next is what is interesting; there were many guests like me and we all got an answer that they can’t do anything as its company policy and the schedule got changed due to winter time, which apparently was not known to them when I booked the ticket last week. I would have expected to handle situation more carefully and with empathy.
If that manager shown little interest and some leadership all guests would have been happy. He would have worked in resolving the problem and would have worked with us to give alternate solutions. He didn’t just show that leadership neither assumed the responsibility.
He didn’t focus on what was our problem and if he wanted he could have solved that problem. But caring for guests, it seems, is not in the company culture.
They might have just lost a future customer!
The most successful human beings are wildly focused. They have a very clear picture of what it is they want to create by the time they reach the end of their lives and then they have the discipline (and courage) to stick to their mission – saying “no” to everything that is not mission critical.
I experienced the leadership recently.
I was supposed to take a Spicejet flight to Chandigarh while I was returning from Norway. I booked this ticket as I thought I want to reach destination early.
When I landed at Delhi airport from Oslo, for my surprise I found out that they have preponed the flight by one hour and 10 minutes and they didn’t even care to inform me. I get an answer that they expect their guests to be reporting three hours in advance.
Ticket says departure at 8.20 AM and flight took off 7.10 AM
What happened next is what is interesting; there were many guests like me and we all got an answer that they can’t do anything as its company policy and the schedule got changed due to winter time, which apparently was not known to them when I booked the ticket last week. I would have expected to handle situation more carefully and with empathy.
If that manager shown little interest and some leadership all guests would have been happy. He would have worked in resolving the problem and would have worked with us to give alternate solutions. He didn’t just show that leadership neither assumed the responsibility.
He didn’t focus on what was our problem and if he wanted he could have solved that problem. But caring for guests, it seems, is not in the company culture.
They might have just lost a future customer!
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