While leading the Commercial development for the new Terminal B at LaGuardia Airport, I was imagining how we could create something very special in the main commercial area to entertain our Guests when they are stuck in the terminal for long delays, or just to surprise and delight them on their journey. The commercial benefit of them staying around that area to enjoy a feature was the expectation that they would buy something to eat or drink - yes - a great Guest Experience drives revenue.
This vision became the LaGuardia Terminal B Fountain. It’s a full show - 4 times an hour, water feature, light show, and music - it has gotten rave reviews. If you are thinking about the Bellagio fountains in Las Vegas, yes, that was the inspiration! I leveraged my network of Disney friends and reached out to Matt Conover for his input. Through Matt we landed on the partners who pulled this together. It’s an amazing Guest Experience and doing everything it was imagined to do.
However, and here is the reason for the title to this story.
I flew through LaGuardia in late October 2022 and, as I always try to do, I arrived a bit early to enjoy watching the Guests taking in the fountain. I am quite proud of this - but was reminded on this visit that this amazing feature and the impact on the entire venue is not what is really important. When I was standing there I saw a Custodial Hostess who I remembered from my days at the airport. I have been gone for 4 years and was sure she would not remember me, but I said hello and she smiled and said ‘Mr. Ed - so nice to see you.’ She had such a big smile and continued…’I miss you, you always said hello to me.’
I had the privilege to meet Don Clifton, the former leader of the Gallup Leadership Institute before he passed away. I heard him share his concept of The Dipper and the Bucket. We all have the opportunity, as Leaders, to fill someone else’s bucket each and every day. By just saying hello, good morning, thanks for what you do we can fill anyone’s bucket. And you know what, it fills our bucket too. Well I have to say that the experience at LaGuardia that day reminded me that no matter how many great things we create - it’s how we make people feel that is truly what we do as Leaders. My bucket was quite full after that encounter!