how to be successful

WHAT IS LEADERSHIP?
Leadership has nothing to do with the title on your business card or the
size of your office. Leadership is not about how much money you make
or the clothes you wear. Leadership is a philosophy. It's an attitude. It's
a state of mind. And it's available to each one of us.
Here's an example. I spend a lot of my life on airplanes and traveling so
I'm hard on my luggage. The handle on my carry-on luggage broke
after my tour of Russia a few months ago (you have to put a visit to St.
Petersburg on your list of places to visit before you die). Anyway, I take
the piece in to Evex, a dealer in Toronto. The young man at the
counter treated me wonderfully and within a few days, the handle was
fixed.
While in New York a week ago, the handle broke again. I assumed that
I'd have to pay for the repair when I went back into Evex. Most business
put clients through so many hurdles: if you haven't saved the receipt
you are out of luck, if you don't know who did the initial repair we
cannot help you etc etc. Well Evex is different. They just get it. They
understand that without treating their customers well, there is no business.
When I explained that the handle broke again, the young woman at
the counter – without a moment of hesitation – apologized for the
problem I faced. She then said: “We will promise you that you will have
your carry-on in perfect order within 3 days.