Flying back from Scotland with a layover in Ireland, I stopped into the lounge to grab a bite and catch up on some work.
A young guy, early 20’s, brought over my food. Polite, attentive, calm under pressure. The kind of energy you don’t forget.
His name was Conner. He’d been working for Aer Lingus for a few years. Something about him reminded me of my son.
We got to talking.
“So, how do you like your job?” I asked.
“It’s okay,” he said. “But I want to do something better.”
“Better how?”
He paused. “I’ve always imagined myself working for a global tech company. Something more hands-on with customers, onboarding, training, customer service; real human connection.”
“You’ve done your homework,” I smiled.
“Yeah, I check job boards almost every night. I see these Account Manager roles; some of them sound like dream jobs.”
“How many have you applied for?”
“None,” he admitted.
“Why not?”
He shrugged. “I mean, I’ve been working in an airport lounge. No degree. No corporate experience. No references. Who’s going to take me seriously?”
I leaned in. “Can I challenge that for a second?”
He nodded.
“What have you really been doing the last few years?”
He thought for a moment. “Taking care of people. Reading them. Figuring out what they want, sometimes before they say it. Making sure they feel welcome and taken care of. And I’m really good at connecting—most customers remember me.”
“Why do they remember you?”
“Because I care about their story. I like to listen. I try to make their day a little better before they walk out that door.”
And that’s when it hit me.
He wasn’t describing a server.
He was describing a world-class sales rep.
He just didn’t know it yet.
“You know,” I said, “you’re making a lot of assumptions about what these companies are really looking for. Degrees, references, experience…”
He nodded.
“But what if I told you the qualities that matter most—grit, emotional intelligence, genuine curiosity, people skills; you’ve already got those. What if you’re more qualified than you think?”
He looked at me like he wanted to believe it.
So I gave him a challenge.
“Apply to just one of those roles tonight. And for your reference section… do something different. List this.” I pulled up the cover of my book on my phone.
He laughed. “Seriously?”
“Dead serious. Use it as your way in. Let it speak for what can’t be summed up in a bullet point. Show them how you think.”
That’s exactly what he did.
A few weeks later, he messaged me: He landed the job.
Conner’s now an Account Manager at Salesforce in Dublin.
From airport lounge to global tech company. Because he stopped playing small and bet on himself.
If you’re sitting on a dream, maybe it’s time to stop asking, “Who am I to apply?” and start asking “Who am I not to?”
From Lounge Server to Salesforce – Lessons From a Lounge
1. Grit Over Gloss.
Forget polish and credentials. More often than not, grit wins. He didn’t have the perfect resume but he had grit, discipline, and consistency. Good day or bad, he showed up, honored his word, and served others day in, day out to ensure they always had a great customer experience. That’s what made the difference
2. Show Up With Character.
Stop counting yourself out before you begin. Companies aren’t hiring bullet points, they’re hiring integrity, humility, and effort. Talent, experience, attitude and knowledge isn’t always what’s on paper. Character, commitment, and how you treat people matter more.
3. Connection Beats Credentials.
Elite performers lead with empathy. They listen, care, and put others first, even when their own world is on fire. beats any technical experience. How you show up, collaborate and communicate with others, how you demonstrate authentic care and support, your level of integrity, core values, accountability and motivation. Technical experience means nothing if you can’t align that with who you are and how you show up. This isn’t just hospitality. It’s elite-level leadership and sales.2. Don’t let your resume define your value. Companies today are less inclined to hire a resume but instead, hire character.Talent isn’t always found on paper. It’s found in how you treat people
4. Innovation Takes Nerve.
Innovation isn’t just about technology. It’s about courage, ideation, creativity, bold thinking, connecting with others, and doing things differently; like listing a book as a reference. Leaders take thoughtful, human-centered risks. 2. Don’t let your resume define your value. Companies today are less inclined to hire a resume but instead, hire character.Talent isn’t always found on paper. It’s found in how you treat people
Innovation isn’t just technology – it’s humanity, it’s ideation, it’s courage. Listing a book as a reference? That’s creative risk. That’s how leaders think.4. Creative risk stands out. Innovation isn’t just tech; it’s courage. Listing a book as a reference? That’s how great leaders think.
5. Believe Before You’re Ready.
Potential doesn’t need permission. It hides in plain site. Stop disqualifying yourself. The limitations we accept often say more about our mindset than our reality. In fact, the very things we think disqualify us are often what set us apart. Never underestimate yourself or assume others need more than what you already have. Never underestimate your value or overestimate what others require. Often, the opportunity is already in front of you. You just have to take the shot.
6. The Power of Presence.
Sometimes all someone needs is for you to believe in them for five minutes. One moment of genuine connection can change the entire trajectory of a person’s life.
7. Take the Shot.
The limitations you accept are mostly self imposed. Never underestimate your value or overestimate what you think others require. Your self-limiting, fear based mindset will always overshadow your actual capabilities and strength. What you think disqualifies you may actually be your biggest asset. Opportunity meets those who move. If you’re willing to step up to achieve what you think is impossible, life tends to reward you.
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