John Maxwell says “leadership is influence, nothing more, nothing less.”  I think that many people do not view themselves as potential leaders simply because of the job position they hold.  I disagree completely.  In every job, there is opportunity to influence those around you.  You get to make the choice on whether that influence is positive or negative.

I would like to introduce you to Nancy.  Nancy works at the baggage counter at the Minneapolis-St. Paul airport in Minnesota.  I was travelling home from Florida and due to a mechanical malfunction during my flight from Atlanta to Minneapolis, I was delayed getting into Minneapolis and missed my connecting flight home.

Exhausted from four days of training and a stressful flight into Minneapolis, all I wanted was to get my suitcase and catch my shuttle to my free nights stay at the LaQuinta Inn. As luck would have it, no suitcase to be found.  I spoke with Nancy and she told me to meet a baggage handler at carousel six and he would bring me my bag.  She told me that she would be at carousel six in about a half an hour to make sure that it had been found and that I was on my way.

Sure enough, about a half an hour later, still no bag and here comes Nancy just like she had told me.  “Still no bag” she said, and I replied “not yet.”  “let me look into it” she replied as she disappeared behind the counter.  I don’t know how much time elapsed as I tried to keep myself occupied waiting for my bag but I was starting to get frustrated.  About that time, Nancy appeared again, seeming both surprised and frustrated herself that I had still not received my bag.  “I will take care of this myself” she said and about twenty minutes later she appeared, yes, with my bag.

Clearly it was not Nancy’s fault but she apologized anyway.  I asked her where she found it and she told me that it was on one of the docks somewhat buried in the middle of some other bags.  The guy who was supposed to have found it earlier was there and he said “I looked there but I didn’t see it.”  Now I don’t know why the guy didn’t see it but I do know that Nancy cared enough about me, one of thousands travelling through the airport that day, to take the extra effort needed to accomplish the mission.

As far as I am concerned, Nancy was leading by example and I have to think that she positively impacts the people she works with.  I am not sure what Nancy’s job description is but I know that I would not have had the pleasure to meet her if it weren’t for the problem I had.  Nancy solved my problem.  I told Nancy that I was going to write this post about my experience and that I appreciated her going the extra mile.

Here is my takeaway, don’t wait until someone solves a problem for you to say thank you for what they do.  She was leading by example that night and so can you.  The influence we have on others can make or break their day.

Make your influence positive and say thank you to someone for simply doing their job.  Make a difference today!

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Barry Smith   www.buildingwhatmatters.com   8/27/12             image by author