Leading with a Heart of Service: Ed Bastian

People-driven and customer-focused is how Delta Air Lines CEO Ed Bastain intentionally chooses to lead his team of 100,000 global professionals. Ed shares personal stories of Delta employees going above and beyond to assist passengers in difficult situations, highlighting the value of empathy and humanity in customer interactions. He emphasizes the cultural imperative of treating customers with kindness and courtesy, regardless of the circumstances. Ed also discusses the hiring process at Delta, focusing on the importance of finding individuals with a heart for service and a track record of going the extra mile.

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About the Author

Scott Miller

Scott Miller is a 25-year associate of FranklinCovey and serves as Senior Advisor, Thought Leadership. Scott hosts the world’s largest and fastest-growing podcast/newsletter devoted to leadership development, On Leadership. Additionally, Scott is the author of the multi-week Amazon #1 New Releases, Master Mentors: 30 Transformative Insights From Our Greatest Minds, Management Mess to Leadership Success: 30 Challenges to Become the Leader You Would Follow, and the Wall Street Journal bestseller, Everyone Deserves a Great Manager: The 6 Critical Practices for Leading a Team. He lives in Salt Lake City, Utah, with his wife and three sons.

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