Steve Gilliland

Had the opportunity to attend an excellent presentation by Mr. Gilliland at one of our local corporations.  When I was invited, I was told that he was a superb speaker.  But that praise didn't do him justice.  He was down to earth, hilarious, and, best of all, passionate.

He is one of those speakers who understands the importance of a great story.  The power of narrative is vital to any speaker.  As a teacher, I've seen dozens of speakers.  The ones who fail always come in and try to act like they know you and what you're going through and then heap all kinds of data and evidence on top of you.  Mr. Gilliland did none of that.  Oh, he had a message.  But he wrapped it neatly in anecdotes that everyone in the room could relate to.

Here are a couple of my favorites --

First,

Denny Flanagan.

He is a pilot for United Airlines.  Mr. Gilliland spoke about how he was in an airport when he noticed the plane was overbooked by five or six people.  The airport was hot and crowded and he thought this was going to cause a riot.

To top it all off, he saw the pilot get off the plane and grab the mic.  In all of Steve's traveling, this was never a good sign.

But this time it was.  The pilot began to address the passengers.  He introduced his flight attendants.  He told them of the weather conditions and flight time.  He asked who had flown before (about half the hands went up).  He said that meant half of the passengers hadn't done this before, so he asked the seasoned passengers to have a bit of patience and help out.  He further explained that they would have the honor of having a young boy aboard who was travelling alone for the first time.  He told them where the boy was sitting and asked for the two people sitting on either side of him to keep an eye out for him and to show some sympathy.  He reminded the passengers to be kind to the first time flyers for it was the pilot's first flight so he knew exactly how they felt!

Steve said before he knew it, all the anxiety and stress was gone and people were talking and visiting like they were friends.

One person totally transformed the atmosphere.

Furthermore, when Steve boarded and sat down he saw the captain leave the cockpit and show a passenger a picture on his cell phone.

He never knew what this was, but he said it was further proof that the pilot cared.  Steve admitted that he experience the best flight he'd ever that day.

As fate would have it, some years later, Steve was giving a presentation and actually had Mr. Flanagan come up to him (since Steve had referred to him in his presentation).

They talked and Steve asked him how he managed to get the energy up to do that (not to mention find the time). Mr. Flanagan said that once the pre-flight check is done most pilots just sit in the cockpit waiting.  So there's plenty time to do a little extra.

He said that he checks to see if any kids are travelling.  Then he gets the cell phone of the parent who is dropping the child off and the person picking the child up.  That way he can let the parent know the child has boarded the plane.  He can also call the person picking the child up and make sure that they are right at the gate to pick them up.  That's going the extra mile. 

Steven asked him also about what he had been doing with the cell phone and showing a passenger a picture.

The pilot said the he also finds out who has any pets traveling.  He said it gets hot down in storage and he knows many people who treat their pets like their kids, so he goes into the belly of plane and snaps a picture of the pet.  He used to give them water until one urinated and postponed the flight because they thought the hydraulics were leaking!  Then he shows the picture to the passenger to reassure them that their pet is fine.

Talk about a person who loves their job and takes it seriously.

Oddly, though, Mr. Flanagan admitted to Steve that he is often ridiculed for his routine.  "What difference does it make?" his detractors ask. 

At that Steve smiled because he knew that it had made all the difference, so much so that it was the greatest flight he'd ever taken and it left an impression that Steve has not forgotten (and now it has made an impression with me that won't be soon forgotten either).

That's why he does it.  What kind of world would this be if we all performed our jobs that way or treated our waiters or co-worked like that or even went out of our way like that for our family?

Second,

Adam, Steve's son.  He called Steven to tell him that he was applying for the head football coaching position at a local school.  The school had not won a game in five years and were really looking to turn things around.  So much so that the school's quarterback club had raised $15,000 to offer to a legendary retired coach to lure him out of retirement.

Steve wondered whether this was the right choice since his son had only coached JV football before.

"But Dad," Adam had said, "this is what I really want to do!"

"Well, then go for it son!" Steven encouraged.

"Sure," he son asked, "but you're the speaker.  Tell me what I need to say in the interview!"

"Well," his father began, "why do you want the job?"

Then Adam began to tell him that one time they had attended one of Steve's presentations in Las Vegas.  While Steve thought his son just went a long to gamble, Adam told his father that he had listened intently to his speech.  One thing Steve always does is have people think of their "Top Five."  That is the top five people who have impacted your life.  Steve shares some of his.

Well, Adam said, I made my list of people who impacted my life.  You never said the list had to be about people who impacted your life in a positive way.  My former football coach was number one.  He made me miserable and I never met a person who did more harm to young men.  He was miserable and petty and cruel.  He won football games, but he was not a coach.

Adam went on to confess to his father how during his senior year, he had injured his ankle.  He asked the coach if he could sit out the second half, they were up 49-0, and if his back up could log a few carries instead (his back up happened to be his best friend). 

The coach said that if he was a man, he'd gut it out.  If not, see the trainer and then turn his jersey in and go sit on the bus.  As for his back up, he was no good and not fit enough to even wear a jersey.

Adam just hoped his friend didn't hear what the coach said.

But he did.

Adam spent that year trying to make his friend feel worthwhile and getting his ankle shot up so he could play.

Adam said after he heard his father speak in Las Vegas and he thought of the incredibly negative impact his coach had on him, Adam vowed that he wanted to make an impact in kids lives.  Football was just the vehicle that would allow him to make that impact.

After he told that to his father, he was awestruck.

"Dad?" Adam asked.  "Are you there?  I still need to know what to say in the interview!"

His father couldn't believe it.  He chuckled and said, "Adam.  You walk in to that interview and you tell them exactly what you just told me."

As it turned out, the top two finalists were the renowned coach and Adam.

And they hired Adam.

To support his son, Steven attended their first game.

At half time they were down 0-19.  But the atmosphere was totally different.

One parent asked if Steve was their coach's father.  He said he was and the man said, "We're back!"

Steve wondered if the score board was wrong.  After all, they were losing.

Another parent said, "We are back.  The total atmosphere is different.  We are back."

Finally, a mother pulled him aside and said, "Your son is great.  We are back!"

Steve couldn't help but say, "But you're losing!"

The mother said, "But you don't understand.  Your son changed everything.  He wanted to know if his players say 'sir' and 'ma'am' at home.  He has them show manners and respect.  See number 74 out there warming up?  He's the worst one of the team.  He has never played football before.  And he loves your son."

Steve didn't know what to say.

"Every day he struggles in practice.  When they run springs, do you know what your son does?" She asked.

Again, Steve had no idea what to say.

"Your son runs beside my son and encourages him.  And when he finished - last as always - at least he finished.  And when he does, your son tells my son how proud he is of him."

Steve was fighting back the tears at this point.

"And that is why I'm proud that your son is our coach.  And that's why we're back."

Now, that is making a difference.

And when you think about it, Adam wasn't doing much to make an impact in number 74's life.  A little support and encouragement.

But how often do we do that?  In any profession or activity?