Leadership isn’t about one “most important thing.” Service, product, process—all matter when it comes to building excellence. What’s most important shifts depending on what fails: a bad coffee, a missed paycheck, or a dirty room. True leadership creates systems where every detail works together, ensuring both team and customer experience thrive.

Leaders shouldn’t think for their teams. If you’re constantly stepping in, doing the work, or explaining each step, it’s either a clarity issue or a capability gap. Great leaders act like coaches—setting clear expectations, equipping their teams, and then stepping back. True leadership is about developing others, not doing their jobs for them.