I\u2019m writing this on my way to New York, 30,000 ft over the ground in the first class of a Singapore Airlines Boeing 747. Singapore Airlines is one of the world\u2019s best airlines and certainly the best one I used. The key success factor? … (drumrolls, please) … The people at the ground and the crew.<\/p>\n
I asked the leading stewardess how she and her crew can be so friendly, calm, and polite all day (and in fact every time I flew with Singapore), delivering this extraordinary service. She said \u201eI think the training was good.\u201c We laughed and she added: \u201eIt\u2019s passion. We all love our job.\u201c<\/p>\n
So, here we go again: It\u2019s not about external motivation, not about walking over hot coals. It\u2019s about loving your job and having competent, enthusiastic leaders who are willing and able to inspire their employees, helping them to live to the core values of the company and make a vision reality. Leadership is a craft.<\/p>\n
What are your experiences with enthusiastic employees? Where does the enthusiasm come from?<\/p>\n