12 Things The Biltmore Estate Taught Me About Leadership

Biltmore’s Two-Story Library

“Do not lay up for yourselves treasures on earth, where moth and rust destroy and where thieves break in and steal; but lay up for yourselves treasures in heaven, where neither moth nor rust destroys and where thieves do not break in and steal.  For where your treasure is, there your heart will be also.” – Matthew 6:19-21

Opened in 1895, the Biltmore House is the largest privately owned home in the United States.  Located in Asheville, NC, more than 1 million people annually visit the estate.  As part of our 25th wedding anniversary, my wife and I spent four days there this past week.

The following are 12 Things The Biltmore Estate Taught Me About Leadership:

1. Your Level Of Expectation Determines Your Level Of Preparation – This is something my good friend and boss Joe Sangl constantly reminds the team at INJOY Stewardship and he is right.  My wife spent months preparing for all the sites we would see while there.  Her hard work made our trip much better.
2. No One Asks For Anything Average – When we checked into the Inn On Biltmore Estate, we asked the person at the front desk for “a great place for North Caroline barbecue.”  Have you ever noticed no one ever asks for an average restaurant?  Or an average vacation spot?  Or what is an average movie they can see?  Or for an average preacher they can listen to week after week?  If you want to stand out as a business or church, be great.  This is what people are asking for.
3. Where Is God? – The Biltmore House is simply overwhelming.  More on this in upcoming points.  However, there is not a single mention of God or the Vanderbilt family’s religion.  In fact my wife asked a lady in one of the gift shops about the family’s religious background.  Her reply was, “I don’t know.”  This response came from a well-versed individual who seemingly knew everything about the family and estate.  It was  reminder to me that every earthly thing I produce during my time here will one day be burnt up.  The Biltmore will not last.  Only things done for God will last.
4. There Is No Success Without Succession – The Vanderbilt family still owns and operates the estate.  After multiple generations, the property remains in great hands.  In fact, we were told each generation must graduate from college and work for a Fortune 500 company before they can join the family business.
5. Leaders Are Readers – George Vanderbilt had over 6,000 books in his personal library.  A portion of his collection is shown in the two-story picture above.  FYI – the two books I am currently reading are Oxen, a book for financial leaders, and Dr. John Maxwell’s What Successful People Know About Leadership.
6. Even The Slightest Details Matter A Great Deal – When you visit the Biltmore, every inch of the 178,926 square feet of floor space is designed with a purpose.  Each piece of wood has a carved design.  The concrete on the grounds contains detailed designs and craftsmanship.  It was a reminder to me to approach every detail of my job and ministry with an equal level of excellence to detail.
7. They Are Constantly Figuring Out How To Be Even Better – You can now take pictures at the Biltmore, just no flash photography.  This is a recent change made to improve the guest experience.  We were told of other items they were experimenting with to improve Christmas visits.  We also participated in a survey at the end of the visit asking our thoughts on additional things they can improve upon.
8. When Possible Hire Only The Very Best – Vanderbilt hired Frederick Law Olmsted to design his property.  Olmsted was famous for designing New York City’s Central Park.
9. The Guest Experience Matters.  So Plan It Well. – The 8,000 acre property is impeccably manicured but its layout is by design.  Olmsted’s design included a three-mile private driveway to the mansion.  As you went up the curvy mountain road, you noticed a different landscape design around each turn.  This was done to give houseguests the optimum experience and build anticipation as they approached the property.  Finally, the landscaping kept the mansion hidden from view until one final curve put you through the front gates and provided your first glimpse of the incredible home.  I wondered if our Sunday morning experiences create as much anticipation as they approach.  Does every point of site upon arriving at the property, every turn, every hallway, every room, and every interaction reveal something wonderful about God prior to the service beginning?  It should.
10. Often You Become A Leader By Simply Going First – During a tour, one of the drivers noted a problem they have with sheep is when one starts walking in a direction, any direction, all the other sheep assume he knows where he is going and follow.  Many times you will gain influence by simply showing initiative, raising your hand and are willing to go first.  Ask King David about his experience with Goliath.  On a much less positive note, it also shows the blindness of people and how easily we can be led astray.
11. This Difference Between Average And Great Is Razor Thin – Dr. Maxwell once said, “The difference between ordinary and extraordinary is just a little extra.”  We had an extraordinary stay at the Inn On Biltmore Estate.  They were over-the-top in caring for our needs and service.  The irony is it did not take much, just a little extra.  The following are 9 extraordinary things done by the Inn:

• When they made our bed, they put two chocolate mints on the pillows.  Any hotel could do this.
• In the afternoon, room service delivered ice and two bottle waters to our room for our refreshment.  Any hotel could do this.
• The wake up call included weather information for the day so we would know how to dress.  Any hotel could do this.
• A newspaper was hanging on our door each morning in a Biltmore monogramed bag.  Any hotel could do something similar.
• The elevators were fast.  Any hotel could do this.
• Our breakfast tickets which came with our package were linked to our room and reason for our visit.  Therefore, when we presented them to the restaurant hostess each morning she called us by name, wished us a happy anniversary, and gave us a seat by the window.
• Each afternoon, a hostess unexpectedly provided complimentary coffee and ice water while we sat in the library reading, relaxing and overlooking the mountains.  OK, by day three I expected it 🙂
• We took three shuttle rides from the hotel to the mansion.  One driver was good.  One was very good.  One was superb.  The best of the drivers simply was more engaging and taught us more details about the property as we made the 15-minute trip.  Any shuttle driver could do this.
• When we checked out, they proactively asked what time we were leaving.  We had a bellman at our room at that time and our car was waiting by the lobby doors.

Finally, A New Process Of Evangelism – Evangelism now begins with a meal in your home.  Allow me to explain.  I had the wonderful privilege of investing in a group of church planters while in Asheville.  These great men are doing an incredible job in this artistic community known as “the San Francisco of the South.”  My friend Fred Baker, the incredible senior pastor of Fellowship Bible Church Asheville, gave me a wonderful new insight into reaching people in this area.

I was under the impression the process went like this:  Invite Someone To Church —> They Visit They Website —>  They Listen To A Sermon —> They Visit The Church —->  They Join A Group Or Area Of Service —-> They Meet Jesus.

Fred told me in the Asheville community the process goes like this:  First Invite Them To Your Home For A Meal —-> Then Invite Them To Church —> They Visit They Website —>  They Listen To A Sermon —> They Visit The Church —->  They Join A Group Or Area Of Service —> They Meet Jesus.

It was a wonderful visit and a great way to celebrate 25 years of marriage.  My time at the Biltmore also made me a better leader.

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