A workday is full of things that people should be spending their time doing. In retail, their time should be spent doing things that will improve the customer experience and selling the product that anchors that experience. Right? If so, some of that time should be spent learning how to connect shared values and organizational values to driving those outcomes. Sounds serious, but that doesn't mean boring. Important things can be fun. And here's an important thing, likability.

We were in line to board Southwest flight to Memphis when she said, "Look! You're the leader!" She had noticed that my boarding position was at the beginning of our section. And though we were well back in the line, I was the first in our group. I laughed, "Clearly I'm just a guy in line. But, I'll do my best to get this little group onto the plane." Later that day a young friend called. She was a little frustrated about the lack of leadership opportunities at work. I'd asked