Dedication

I dedicate this book to the thousands of loyal, professional Delta Air Lines employees who have persevered in keeping a fine company together, even during times when there was questionable leadership at the top.

The book is also dedicated to the memory of my Mother and Father—Sarah Austell and Lee Nolan. They were both quiet but shining examples of a deep, abiding faith in God; a life of substance and meaning; servant leadership; and behavior driven by a heart full of love. Although they left this earth many years ago, I often thank my Maker for blessing me with such fine parents. Dad’s gentle, kind manner combined with a unique strength of character. Mother’s commitment to me manifested itself in many ways. She was a great teacher who modeled for me the critical importance of living a life of integrity. She also was the catalyst for my love of learning and appreciation of the value of the written word. Their spirit lives on with me. I pray it will be reflected on each reader of this book.

Acknowledgments

I am grateful for the many friends and family members who have encouraged me while I researched and wrote this book. Particularly I appreciate the time of the 59 ‘Delta family’ members I interviewed and their willingness to share candidly experiences, information and knowledge about the company and its people.

Thanks also to my clients at Management Advisory Services, Inc. during the past 23 years. Our work together has been based on many important leadership lessons; key ones are shared in the book.