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.

Billy Joel doesn’t sell front row tickets — instead, he gives them to his most passionate fans. This “Front Row Principle” is a powerful leadership lesson: surround yourself with people who want to be there, not those who think they deserve to be. Building great teams requires passion, hunger, and commitment over entitlement.