I'm reading two books right now on leadership,  On is Onward by Howard Schultz in which he describes the circumstances which led him back to being the CEO at Starbucks.  So far (about 1/3 through) there have been some interesting lessons about customer service and and general leadership.  Probably what has stood out the most is his passion for the company.  Passion is a powerful force and it is obvious that Schultz is deeply committed to Starbucks.  This kind of passion is one of the marks of level 5 leaders and requires more than many will be able to "pay."  It requires commitment and belief to something greater than ourselves.  So far I have found the story interesting and Schultz's passion and attempts to be even handed in addressing poor decisions commendable.  I have been inspired but I have also wondered how thick this book would have actually been if the self-validating stories were cut out.  Don't get me wrong, this is worth reading and discussing.  I'll share more as I get deeper into the book.

This is also the case for Joseph Michelli in the New Gold Standard.  This book describes how the Ritz Carlton Hotel chain came to be a leader in customer service and "5 Leadership Principles for Creating a Legendary Customer Service Experience."  I'm about half way through this book and while parts of it delve into too much detail about issues that are too specific to the hotel business to be applicable, overall this is an must read for those truly interested in customer service.  Honestly, this is one of the areas, in my opinion, where leadership often falters.  The focus on the goal tends to neglect the ground gained and by so doing undercuts the ability to sustain long-term success.