Page 33 - How to Drive the Bottom Line with People

Introduction

tion of my sacrifice. The next time you see a member
of the military in uniform, note the ribbons or medals.

They speak volumes. Decorating service members reg-
ularly is an important part of the military’s culture.
United is a huge believer in the importance of recog-

nition programs. We have a standing policy that when
leaders are not involved in a specific task, they are
expected to write a personal note, send an e-card, or
engage in a personal conversation to acknowledge the
contribution of a team member.

I am regularly surprised by the number of people
who come up to me and make a reference to a per-
9
sonal note I wrote them two or three years earlier. =

Team members remember when leaders make the time
to take the time.
In my lifetime, I have had the good fortune of liv-
ing and working in and around organizations where
culture mattered. Long before my first professional

endeavor, my family’s culture of love and support
proved a wonderful blessing. Essentially, all the ele-
ments of a great childhood and upbringing sur-

rounded me.
One of the blessings I enjoyed most was the oppor-
tunity to get to know my grandparents. My maternal
grandparents lived in Plains, Texas. My grandfather,