Being a Leader is more than a title

I tell everyone that El Jinete isn’t just our favorite Mexican restaurant…it’s a part of our family and recently the manager really saved my daughters birthday party by blowing up her balloons (and also sending chips, salsa, and cheese dip for lunch).

I’ve known Pablo for years (I’ve been going to the restaurant since right out of college at which point he was just a kid). We found out 15 years ago that we share birthday week and we have been celebrating together at the restaurant ever since. This year, for her real party, my daughter picked out all her own decorations and had a vision that included helium…but I don’t have helium just sitting around at my house.

On the day of the party, as she was bringing her vision to life (and realized that although I have a chemical engineering degree I can’t just make helium appear) there was a moment of panic. Then we remembered that the restaurant had a helium tank they used for special occasions so I texted Pablo and within minutes, she and I were in the car headed his way.

This is what it means to BE your brand. Pablo didn’t have to give his number out to customers, but he sees customers as extensions of the family. He builds personal relationships with the people who come in, remembers their names, knows their stories, and is always there to go the extra mile. He is the face of the restaurant. He models leadership for his team. He leads by example.

What can you learn from Pablo to be a better leader or employee or to manage your brand?