Page 177 - Never Fly Solo

150 | NEVER FLY SOLO
MAKE A DIFFERENCE

The Ritz-Carlton hotel chain has a great mission statement:
“Ladies and gentlemen serving ladies and gentlemen.” Crisp,
clear, and to the point. They ask themselves two questions
every day:

• What did we learn from yesterday?
• What can we do today to make a difference for our
customer?

The past is over; the future hasn’t happened. We need to
think about what we can do today to make a difference for
those who walk through the doors of our lives and request
service. What can you do today to make a difference?
I could have done something more the day I found out
that Sergeant Summers had a problem. I could have done a
better job connecting, or I could have led like Psycho, but I
didn’t. Psycho showed me the meaning of service when he
acknowledged my being tardy. He cared beyond the job
responsibility I had. He was my commander, but he knew that
for me to serve him and the mission of the squadron, he
needed to set an example by serving me. But it was more than
that: Psycho was a genuinely humble guy who valued people,
and he knew how to serve.
Constantly asking yourself three questions will keep you
focused on service every day. Remember them, remind your
wingmen of them, and ask your wingmen to remind you:

• Who needs me now?
• How can I help now?
• What would I want if I were the person in need?