Ed Bastian: Leading with a Heart of Service

FranklinCovey On Leadership

FranklinCovey

Management, Business

4.6 • 215 Ratings

🗓️ 3 November 2023

⏱️ 30 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

Episode 308 | 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. Building Exceptional Leaders in Uncertain Times: During uncertain times, people look to their leaders to reassure and realign them toward their most important goals. These four critical behaviors help leaders motivate and focus their people on what really matters, even amid uncertainty, stress, and burnout.

Transcript

Click on a timestamp to play from that location

0:00.0	A low and welcome back to Franklin Covey's twice weekly podcast on leadership with Scott
0:15.6	Miller.
0:16.6	The world's largest weekly leadership podcast where I continue to be privileged to sit in
0:21.0	this stool each week and interview some of the world's most influential luminaries, often
0:26.2	best-selling authors, sometimes the world record holders or researchers, and like today's
0:31.6	guests, they are business titans, company leaders of companies where we buy their products
0:38.0	and engage their services on a weekly basis to kind of see behind the scenes how do you
0:42.0	develop a culture where people choose to come and stay for many decades in their career.
0:48.6	Today's guest is Ed Bastion.
0:50.6	He is the CEO of Delta Airlines where I am now officially a two million Miller grew up
0:57.4	in Orlando, Florida, and lived in Salt Lake City, two of the three US cities where they
1:02.2	are Delta Hubs, and I am an unabashed loyal supporter of Delta Airlines and welcome to
1:07.6	on leadership.
1:08.6	Well, great to be with you, Scott.
1:11.2	Thanks for having me.
1:12.2	Ed, in preparation for today's interview, your team gave me access to what is a compelling
1:18.7	documentary called The Steepest Climb, which really is an insider's view of Delta Airlines
1:25.3	trajectory, some rises and some falls.
1:28.2	Talk a bit about why that documentary was produced.
1:32.8	Well, the documentary, by the way, which is available on all of our flights, on our
1:37.7	Inflite Entertainment channels, is a chronicle of what we went through primarily during
1:43.3	the pandemic.
	...

Please login to see the full transcript.

Previous episode | Next episode

Disclaimer: The podcast and artwork embedded on this page are from FranklinCovey, and are the property of its owner and not affiliated with or endorsed by Tapesearch.

Generated transcripts are the property of FranklinCovey and are distributed freely under the Fair Use doctrine. Transcripts generated by Tapesearch are not guaranteed to be accurate.