They say you can’t know a person unless you walk a mile in their shoes. But Mike Silvestro, CEO of the private aviation company Flexjet, has taken that idea to new heights.
Silvestro, a former walk-on football player at the prestigious Notre Dame University, says that some of the best ideas he’s implemented in business have come from listening to his clients, understanding their needs and using their input to solve crucial problems.
He recalls one occasion when he was told that his Ohio-based Flexjet staff didn’t have the sophistication of its customers. While it’s true that an employee making $25 an hour may not have the same lifestyle as a private jet client, Silvestro decided he could do something to improve his company. Instead of accepting the criticism and saying, “That’s just who we are,” he initiated a program where his sales team could spend 36 hours living like their clients.
The result? Hand-written notes from his employees who participated in the training exercise, thanking him for the eye-opening experience. Notes that Silvestro still keeps today.
“We developed a training program where we took a group of our customer service folks and put them on one of our airplanes,” he explained. “We stayed overnight at a five-star hotel, had dinner, wined and dined, and then flew home.”
That moment allowed Flexjet’s staff to understand the lofty expectations that their customers bring onboard when choosing to fly with the company. It provided priceless insight that allowed them to do their jobs that much better.
Not only was it a once in a lifetime experience for his staff, it was a great example of listening and then going above and beyond the call of duty.
In this episode you will learn how to:
"Don is one of the best storytellers I’ve ever met. I’ve known him for a long time and every time we talk I walk away wiser and more inspired. He is the best in the business at teaching you a skill – storytelling – that will last you a lifetime.”
“The ability for athletes to get hired is carried on through you because you are putting out the message that lessons learned from sports are important in life. It is embedded in this podcast, what you’re doing is significant.”
We speak the same language. I am inspired by the stories you tell, the people you have met, and the things you’ve done. Those of us that are competitors like to follow others that have been down that journey, so it is always fun talking to you!”
“Many of the leaders I have worked with were excellent athletes, and I think there is a direct correlation. You’re one of the few people that really has pursued this study, Don. Keep up the great work. What you are doing really makes a difference.”
“Don, you have mastered the skill of interviewing and asking great questions. That is a great skill all leaders need in order to understand their team members’ thought processes.”
Sign up to receive Don Yaeger’s weekly leadership contributions, and be the first to listen to new Corporate Competitor Podcast episodes.