things one learns by feeding kids at night, flying planes or managing a sales team
1. Process and checklists count: having everything at hand, materials ready, execute quickly with decision and trying to replicate past experiences are key in situations where you need to both be precise and use your muscle memory
2. Champions are not made in the ring, but recognized there. What happens before or after the minute facing your “customer” is simply a preparation for the moment of truth.
3. Tough in training and soft while delivery is a mantra to sweet operations. Make your team suffer in the pitch to make them win the “battle”. Never trust a soft trainer.
4. Someone needs to be the adult in the room. And it must be you. Even if the customer, or passenger does not realize, you do care and know. That brings responsibility, gravitas and the intimate feeling that you are there to face reality and not to soften it.
5. Do not expect recognition. Your work is hard and customers expect simply nice execution to keep on their normal life. You are aware of your important role with them. They simply need to trust someone when they need something. And you need to be there doing what they don’t know.
6. improve every day. Perfect your task until it becomes a mission in life becoming a pilot, a Customer executive or a father is the job of a lifetime. One day helps the next.
7. keep being yourself Your inner security in doing the right thing is more important than the opinion of the non-accountable