Mar 31 Convo: Hospitality as a Service

Leadership is About Service


On a recent flight, we hit a big patch of turbulence.

One of those ones that made the plane drop and shake side to side.

It was big enough that a few people screamed. A kid behind me shouted, “Stop it!”

I was in an exit row and I started thinking about what would happen if there was an emergency landing.

Some people would naturally become leaders.

And these people would not know any more about emergency landings than anyone else, but they would become leaders through helping, communicating, learning on the fly, putting others first and embracing the moment.

My little thought experiment about who among us would rise to lead, who would follow and who would be useless was a good reminder that leadership isn’t a title, it’s a way of being.

Leadership is about service.

Not status.


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