Becoming the CEO of a multi-million-dollar airline might seem like reaching the pinnacle of success. But there’s always something to be learned from the ground—a lesson that Lufthansa’s CEO, Jens Ritter learned as he served as a flight crew on one of the airline’s international flights.
“Sometimes, you need to change perspectives in order to gain new insights! This week, I accompanied our Lufthansa Airlines flight crew heading to Riyadh and Bahrain as ‘additional crew member.’ What a ride!” he said.
Even with years of experience under his belt, this was Ritter’s first time interacting with passengers as part of the cabin crew. Addressing guest requests and sorting out issues like mismatched meal cards was an entirely different experience for him.
“I used to fly as a pilot and so I thought I knew about the challenges a flight during the night entails. But to be present and attentive and charming – when the biological clock just tells you to sleep – was something entirely different. The crew was terrific and welcomed me into their team right away,” he said about his experience.
On the local front, Robinsons’ Group CEO Lance Gokongwei and his siblings were raised to appreciate the value of starting from the bottom. Upon graduating, Lance was swiftly cut off from his allowance and was thrust into action by his father, John.
“I started work as a management trainee in our food division. Basically, that meant I had to go out and sell Jack ‘n Jill snacks to supermarkets, groceries, and sari-sari stores. I was paid P2,000 a month. Since I had to go around the city, Dad let me use an old car, not even a Nissan, but a Datsun at that time, with a broken air conditioner,” he said in a speech at the Pamantasan ng Valenzuela.
He candidly recalled receiving no special treatment, and that one of his first jobs was to put price tags on women’s bras at their department stores.
“I may have been the son of the boss, but I worked harder than anybody else to prove that I wasn’t just the son of the boss. But seriously, this and other jobs I held in my father’s companies is what made me appreciate the dignity and value of work,” he said.
Similarly, George Yang and his son Kenneth took a hands-on approach before McDonald’s became a big hit in the Philippines. The duo donned aprons and worked tirelessly at a bustling McDonald’s branch in Hong Kong’s Tsim Sha Tsui district, taking in invaluable kitchen training and the inner workings of the business.
“I was wearing a crew uniform and hat, toasting and dressing buns in a McDonald’s restaurant along Granville Road in Tsim Sha Tsui. What made this experience more memorable for me was that my dad was wearing the exact same uniform, grilling patties beside me,” Kenneth reminisced.
Indeed, these high-profile leaders gaining hands-on experience from the ground adds fresh insights into their leadership, and ultimately, it’s the customers who stand to benefit, reaping the rewards of better service.
