On this episode of Our American Stories, Mike Leven spent decades at the top of the hotel world, rising to President and COO of Las Vegas Sands Corp. and earning a reputation as one of the sharpest business leaders of his generation. Looking back on a lifetime in service and management, Leven offers a piece of wisdom he believes every company should take seriously: the bigger the bureaucracy, the smaller the customer. In this reflection, he explains how organizations lose their edge when they bury people in layers of management—and how real leadership keeps its focus on the customer above all else.

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