When i go into an organization to help develop and grow leaders, the client often asks me to help employees understand what leadership is all about. Leadership has nothing to do with the title on your business card or the size of your office. Leadership is not about how much money you make or the clothes your wear. Leadership is a philosophy. It’s an attitude. It’s a state of mind. It’s a way of operating. And it’s available to each one of us. No matter what you do within an organization. Robert Joss, dean of Stanford Graduate School of Business, made the point splendidly when he observed: ”By leadership I mean taking complete responsibility for an organization’s well-being and growth, and changing it for the better. Real leadership is not about prestige, power or status. It is about responsibility.” The invitation I offer to every group of employees I work with: Lead without title.

Here’s an example. I spend a lot of my life on airplanes and traveling so I’m hard on my luggage. The handle on my carry-on luggage broke after my tour of Russia (you have to put a visit to St. Petersburg on your list of places to visit before you die). Anyway, I took the piece in to Evex, a dealer in Toronto. The young man at the counter treated me wonderfully and, within a few days, the handle was fixed. Perfect.

While in New York a little while later, the handle broke again. I assumed that I’d have to pay for the repair when I went back to Evex. Most businesses put clients through so many hurdles: If you haven’t saved the receipt you are out of luck. If you don’t know who did the initial repair we cannot help. If you didn’t buy it at this location you don’t exist. Well, Evex is different. They just get it. They understand that without treating their customers well, there is no business. They haven’t forgotten who puts food on their table each night. Treat your customers like royalty and you cannot help but win.

When I explained that the handle had broken again, the young woman at the counter – without a moment of hesitation – apologized for the problem I faced. She then said: ”We promise you that you will have your carry-on in perfect order within three days. And of course, sir, there will be no charge.” No bureaucracy around needing the receipt from the previous repair. No hassles. No issues. Just great service, with a giant smile.

This woman showed true leadership. She quickly diagnosed the problem, assumed personal responsibility and made the right decision. Part of the solution versus part of the problem. And she wowed her customer in the process. She wasn’t the owner. Not the supervisor. Not a manager. Just a leader without title.