Why Is Trust the Essence of Leadership?
13-5 Discuss trust as the essence of leadership.
One of the retired founders of the Ritz-Carlton hotel chain was a great example of a trust-building leader. Horst Schulze provided every employee with orientation and extensive training, and each was given a $2,000 discretionary fund he or she could use to solve a customer problem without checking with anyone first. One story is told of an employee who flew to Hawaii with a customer’s laptop he’d forgotten that was critically needed for a presentation he was making. Yup, it might have been tempting to stay on a little vacation, but the employee took the next ...
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