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Our American Stories

Mike Leven: The Bigger the Bureaucracy, the Smaller the Customer

Our American Stories

iHeartPodcasts

Documentary, Society & Culture

4.6817 Ratings

🗓️ 16 September 2025

⏱️ 11 minutes

🧾️ Download transcript

Summary

On this episode of Our American Stories, Mike Leven spent decades at the top of the hotel world, rising to President and COO of Las Vegas Sands Corp. and earning a reputation as one of the sharpest business leaders of his generation. Looking back on a lifetime in service and management, Leven offers a piece of wisdom he believes every company should take seriously: the bigger the bureaucracy, the smaller the customer. In this reflection, he explains how organizations lose their edge when they bury people in layers of management—and how real leadership keeps its focus on the customer above all else.

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Transcript

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0:00.0

This is an I-Heart podcast.

0:04.0

What I told people, I was making a podcast about Benghazi.

0:08.5

Nine times out of ten, they called me a masochist, rolled their eyes, or just asked, why?

0:15.1

Benghazi, the truth became a web of lies.

0:18.5

From prologue projects and Pushkin Industries, this is Fiasco, Benghazi.

0:23.6

What difference at this point does it make?

0:26.6

Listen to Fiasco, Benghazi, on the IHeart Radio app, Apple Podcasts, or wherever you get your podcasts.

0:33.6

You know, And we continue with our American stories.

0:47.8

And up next, Mike Levin, who was the president and chief operating officer of Las Vegas Sands,

0:53.7

and an all-around hotel

0:55.1

superstar, one of the great hoteliers of all time. More important, a personal friend and a

1:01.1

wise man and wisdom, my goodness, in short supply these days. And he transfers his wisdom through story.

1:09.2

A Jewish guy who loves storytelling, like almost nobody else.

1:14.6

Take it away, Mike.

1:15.6

What I learned about the franchise business really started at days in,

1:19.6

and it's really made an amazing impact on me.

1:21.6

But you have to understand that my culture of customer orientation

1:26.6

was really exacerbated by the franchise business.

1:30.3

Because what happens in franchising is you put people in business for themselves,

1:36.3

but not by themselves.

1:38.3

And the interesting thing about it is it multiplies the entrepreneurial spirit of a free capitalistic type of system.

1:49.9

But because many smaller people, small people in terms of financial capability, don't have the

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