In the following video, leadership consultant, Tom Peters, explains how a group of employees takes two drastically different views of the leadership of two major airline companies. I have flown on both airlines in the past, but of these two that Tom discusses I will only fly on one of them now. It came down to how the airline employees treated me when I had a concern or needed to make a change in travel plans. The employees from one airline worked with me to solve my issues; the employees from the other airline did not work with me at all.
A company that believes in treating its employees like customers has the opportunity to surpass its competitors who do not treat their employees well. This strategy of let’s first treat our employees right is an upside down approach to leadership and management where those with the organizational power facilitate the success of lower level employees. Instead of command and control leadership, this style facilitates and equips its employees to deliver their best effort. This upside down approach to leadership concentrates on removing organizational barriers that hinder employee success. It makes sense that motivated employees who respect the leadership style of their executives often give better service to customers. Instead of just surviving in the job, these employees are thriving!
Tom Peters discusses further in the following video: