They must have a well-honed sense of duty and be bearers of change, while being able to take criticism as well as give it. Most of all, transformational leadership starts at the top. The first rule is change the rules. Smith lobbied Congress to deregulate the airfreight industry, competitors shared the benefits, and the industry grew ten-fold. Let your competitors follow your lead.
Problems have silver linings, too.
FedEx, like all other innovators, regards every problem as an opportunity. All innovators transform problems into opportunities. FedEx welcomes customer's problems as well. Handling customer's problems only opens the door for FedEx to offer the use of their other services while improving on their existing service. Software equals savings, service, and sales.