“I kept hearing the same story from staff members. Whether they were at a family gathering, a backyard barbecue, or simply out with friends, at some point someone would discover they worked for the Lakers and ask, ‘Can you get me tickets to a game?’
It got me thinking. I certainly couldn’t give every employee tickets to hand out, but maybe there was something else I could do. So I came up with an idea I called Small Cards.
Every staff member received two wallet-sized cards. I asked them, ‘Whenever you’re out in public and you see someone wearing Lakers gear, thank them for supporting the team. Then hand them one of these cards.’ The card invited the fan to contact the organization to receive a small token of appreciation—perhaps some Lakers merchandise or another unexpected surprise.
Then something amazing happened. Employees began returning with story after story about people who were genuinely overwhelmed with gratitude. It wasn’t because of the gift itself. It was because someone had noticed them, thanked them, and acknowledged that they mattered.”
I recently heard this story from Tim Harris, who spent 35 years with the Los Angeles Lakers, culminating in his service as President of Business Operations and Chief Operating Officer. His story illustrates a simple but profound leadership conviction: every employee is a steward of the Lakers brand, both inside and outside the arena. The Lakers’ brand wasn’t created by championships but by thousands of intentional interactions with employees and fans.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
Leadership expert, Peter Drucker’s famous quote is, Culture eats strategy for breakfast. It’s a reminder that culture is rarely built through grand gestures. More often, it is shaped by countless small moments in which people intentionally communicate, ‘We see you. We appreciate you. You belong.’
“Therefore encourage one another and build each other up.” — 1 Thessalonians 5:11