My wife and I once passed through three different airports on a trip to visit friends. As I observed each passenger terminal, I was struck by the behavior of the employees.
While the mission of those airports was quite similar—process passengers, route bags, maintain safety and keep to the flight schedule—every airport left me with a distinctly different impression. Some were more efficient, had happier employees, were cleaner and demonstrated qualitative disparities compared with others. What accounted for these differences? Airport leadership.