I have spent the last week in New York City at the National Speakers Association 2008
Convention. For me, one of the highlights of the convention was a special session open only to Certified Speaking Professionals (CSPs), an earned designation which only 4% of NSA members have achieved in their speaking careers. In this session we were privileged for 75 minutes to be able to ask questions of the CEOs of JetBlue Airlines and Marriott Hotels.

Of course, we were all concerned about the future of the airline industry and travel, so many of the questions began there. What most impressed me about the entire session, however, was the openness, articulateness, and character of these two very powerful men. Not only were they very honest in their comments, but they also had a wonderful sense of humor which is vitally necessary to lead any company today, I believe. They were able to laugh at themselves and to share some of their failures, which, of course, ultimately turned out to be learning experiences and certainly made them seem very “human” to all of us.

In his book “Good to Great”, Jim Collins states that one of the primary characteristics he found in all the leaders whose companies had survived as “great companies” over the years was humility, and that quality was profoundly evident in both of these gentlemen. They did not purport to have all the answers, and they both expressed again and again how important their PEOPLE were.

Bill Marriott, for example, visits 300+ Marriott hotels each year. That very morning, he said, he had already visited three of them. He wants to talk to frontline staff, experience what customers are saying, and to really see for himself what is going on in each facility. He encourages associates to call him by his first name, and he is always ready to reward excellent service. He truly is “managing by walking around!”

David Barger, the CEO of JetBlue, shared some amazing actions he has taken to show his belief in his people. First of all, because they are making cuts in expenses and staff, he has chosen to take a 50% cut in his own salary, something unheard of in executive circles! Also, when other airlines are asking their pilots to take pay cuts, JetBlue has RAISED their pilots’ salaries, knowing that they are some of the most important people in the company.

Much of my own work is in helping organizations achieve extraordinary customer service, and one of the principles I always share is that leaders MUST be contagiously enthusiastic about their people and the importance of the work they are doing. That was certainly evident with both of these leaders.

The other principle I share with leaders is that all their employees will be watching what they DO, not what they say, and again, both of them exemplified in their specific ACTIONS how important their people are to them.

What an amazing gift of their time and management style they gave to all of us! I have long been a fan of Marriott Hotels and will continue to be an even more loyal customer after meeting Bill Marriott. And as for JetBlue, they will be my “airline of choice” whenever my destination allows. However, even more importantly, my belief in the American dream and in the goodness of powerful leaders in our country has been deeply enhanced. Thank you, Mr. Marriott and Mr. Barger, for giving us new hope in the future of our world.

Blessings,
Barbara