Diana Oreck, NetJets Inc. Executive Vice President, Owner Experience, shared her top 10 leadership principles with the Physician Leadership Academy’s newest graduates.
NetJets provides its owners with access to on-demand private jets, as well as exceptional service. Oreck’s advice for engaging and inspiring employees applies equally well to leaders in health care.
Leaders cannot abdicate their responsibility in driving the culture and service strategy. Accepting the position of a leader means you have to walk the talk.
Align back to your organizational culture every day. Your culture and service strategy cannot just be words on a laminated card or framed on a wall.
The best leaders know how to inspire their employees to bring their passion to work every day and volunteer their best.
Having a great culture is not enough. You must have “systems behind the smiles,” i.e. deliver the right aircraft in the right place at the right time.
Charity starts at home. Practice respect and kindness. How you do it is as important as what you do.
Don’t worry, be happy! Happiness and positivity increase employee productivity and retention.
Make it easy for people to throw their money at you. Figure out what your customers want and give it to them.
You can’t deliver legendary service if you’re on auto-pilot. Be alert and engaged so you can fulfill your customers’ unexpressed wishes and needs.
Empower, train and authorize employees to resolve or delight without running to a manager. This helps both employees and customers feel valued.
Feedback is a gift. There is no room for defensiveness in business. Quit taking it personally.