This past Saturday on a return flight from working in San Diego, I had one of the most pleasant, inspiring and insightful conversations I’ve ever had on a plane. I had the pleasure of sitting beside Louise G., an employee of Virgin Atlantic Airways in London and learning about Virgin Atlantic’s culture.
The conversation was pleasant because Louise was an incredibly nice person. Inspiring, because she had overcome so much in life, remaining resolutely positive, and she is fully focused on her future. Insightful, because this was a three-hour conversation with a front-line employee about a leader and company I have admired from afar and knew only through books and articles.
The Individual
Sitting in my seat (a window seat – not my favorite), I had a book in my lap that I was anxious to read. Within minutes of Louise sitting down, the book became an afterthought. For three hours I was able to hear her life story, her optimism for life, hear her pride for her two young children, and hear her incredibly bright outlook for the future. The conversation provided so much more than a great read would have delivered.
Quoting Louise – Virgin Atlantic’s Culture
When you read these quotes from Louise, you instantly understand the strength of Virgin Atlantic’s culture.
“I never want to work for another company, ever.” This statement was spoken multiple times, always with enthusiasm and conviction.
“The company has your back – they trust your judgment to make decisions on behalf of the company.”
“I’ve grown more in 2 ½ years with Virgin than I did in my previous fourteen years of work.”
“Leaders know our names and truly care for us. They ask about our lives and dreams outside of work.”
“Virgin constantly reinforces how important it is for them to make sure their customers have a great and special experience.”
“I have sick days accrued, however, I’ve never taken one and wouldn’t think of using a sick day unless I’m sick”. When asked why she said, “I love my work and the company is so good to me that it would be wrong to do so.”
“They do everything they can to encourage their employees to enjoy their perks (travel).”
“I am proud to wear my red uniform, I want people to know that I work for Virgin.”
“I have a purpose at my work every day – I can’t wait to get to work.”
“Because of Virgin, I am no longer going through life – I am living life.”
Louise’s Personal Culture
Personally, Louise never once blamed tough times on people or circumstances. She owned her life choices and outcomes. Louise is very emotionally intelligent. She understands she is in complete control of her life and refuses to give others power over her. She wants to grow.
Louise’s personal story would make many people crumble. Instead of crumbling, she has chosen to use life as a springboardI came away from my conversation with Louise even more in awe and impressed with the culture of Virgin. Hearing her talk, you feel like you are missing out in life not working for Virgin. Louise strengthens Virgin Atlantic’s culture.
Butch‘s Take
- Own your circumstances and outcomes, it’s the one thing you control.
- It is really easy to “say you are committed to your people” and then just proceed to “check the boxes.” Guard against that, there is nothing like the passion and truth spoken by those who live and work in cultures that inspire all.
- When the theoretically least visible employee is so crystal clear on what they are doing, why they are doing it, and know the impact they make daily….That is when the magic happens!
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