Once, there was a remarkable person who led with love. Her company succeeded where its competitors struggled. Its customers were loyal, its employees loved to work there, and it was profitable year after year, for decades. This loving leader began her career as an executive secretary, yet the company's founder chose her to succeed him as president. When asked why, he said, "Because she knows how to love people to success." She is Colleen Barrett, President Emeritus of Southwest Airlines. Lead with LUV is an extraordinary, wide-ranging conversation between Barrett and the legendary Ken Blanchard, author of The One Minute Manager. Drawing on personal experience, Barrett and Blanchard reveal why leading with love is the most powerful way to lead and how it can help you achieve truly amazing levels of performance. Discover:
- What "love" really means in the organizational context.
- Why leading with love is not "soft" management!
- How to use redirection and tough love to handle inappropriate behavior or performance.
- Why "servant leadership" is love in action, and how to make it work.
- How to build the compelling vision and culture that sustains leadership with love.
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About the Author
Ken Blanchard has had an extraordinary impact on the day-to-day management of millions of people and companies. He is the coauthor of several bestselling books, including the blockbuster international bestseller The One Minute Manager and the giant business bestsellers Leadership and the One Minute Manager, Raving Fans, and Gung Ho! His books have combined sales of more than 18 million copies in more than twenty-five languages. In 2005, Ken was inducted into Amazon’s Hall of Fame as one of the top twenty-five bestselling authors of all time.
Ken is the chief spiritual officer of The Ken Blanchard Companies, an international management training and consulting firm. He is also cofounder of Lead Like Jesus Ministries, a nonprofit organization dedicated to inspiring and equipping people to be Servant Leaders in the marketplace.
Colleen Barrett is currently President Emeritus of Southwest Airlines Co., a high-frequency, low-fare, point-to-point airline that prides itself on its excellent Customer Service qualities. Prior to stepping down as the Company’s President on July 15, 2008, Colleen oversaw management, Leadership, and budget responsibilities for the following areas/ groups: Marketing, Corporate Communications, People (Human Resources), Customer Relations & Rapid Rewards, Labor & Employee Relations, Reservations, Corporate Security, Culture activities, and the Executive Office. She was also a member of the Company’s Executive Planning Committee, and she chaired numerous special teams, task forces, and committees relating to internal and external Southwest Customers. Colleen served as a member of the Board of Directors from 2001 to May 2008 and as Corporate Secretary from March 1978 to May 2008. She was Vice President Administration from 1986 to 1990; Executive Vice President Customers from 1990 to 2001; and President from 2001 to July 2008.
Before joining Southwest in 1978, Colleen worked for several years as Executive Assistant to Herb Kelleher (Southwest’s former Executive Chairman) at his law firm. She serves on the Ken Blanchard College of Business Board of Trustees at Grand Canyon University, the Becker College Board of Trustees, and the JC Penney Co. Board of Directors. She is active in numerous civic and charitable organizations in Dallas, Texas.
Table of Contents
What Is Leadership? 2
Celebrating Successes 7
Having Mentors 13
Servant Leadership is Love in Action 21
Understanding Servant Leadership 25
The Triple Bottom Line 28
Employer of Choice 34
Provider of Choice 39
Investment of Choice 51
Making Unions Your Business Partners 58
Citizen of Choice 60
A Compelling Vision 62
A Significant Purpose 64
A Picture of the Future 67
Clear Values 71
What Makes Servant Leadership Work? 94
Defining Love 104
Maintaining a Strong Culture 125
Differences Between Self-Serving and Servant Leaders 131
Final Words 134
LUV Notes 151
About the Leading at a Higher Level Series 154
About the Authors 157
Most Helpful Customer Reviews
It's always fun to read a book and be inspired to think. . .wow, that just makes great sense! Well, that's the case with Lead with LUV, by Ken Blanchard and Colleen Barrett. They each exemplify leadership at the highest levels, so it is no surprise that they hit this one out of the park. Early in the book Colleen sums up what leadership is all about to her. She says, "treat your people right, and good things will happen." It's clear that is what she did during her tenure at Southwest. Equally impressive are the accounts of her willingness to make the tough calls when necessary. What you will come away with from reading this book is insight into what it takes to run an industry-leading company with virtually every decision based on one of the most simple principles of all---common sense. Of course, the style exemplified by Colleen Barrett (and Herb Kelleher before her) fits perfectly with Ken Blanchard's approach to leadership. As he has always done in his books and live speaking appearances, he cuts to the heart of any topic with words that are clear and easy to understand, yet packed with profound messages. Ken's points are illuminated by stories and anecdotes that make one seem as if they were with him when the actual events took place. Whether it's his account of calling Southwest reservations, or the reaction he had when he read a banks "purpose statement," his examples drive home important messages throughout the entire book. Combine Ken Blanchard's approach with the refreshing ideas and stories of Colleen Barrett, and the result is better than a graduate course in leadership at an Ivy League university. And, you can go out and apply what you learn as soon as you finish the book!
Fast flow. Fun stories.
This book should be read by anyone in a supervisory capacity. Most CEOs could learn something from these two highly respected leaders in their respective fields. I thought that the way the information was presented was neat too. I enjoyed the conversation format that was used. Are you a supervisor or higher in you company? If so, READ IT!