A few years back I planned an event at a hotel, and needed to check in eight rooms at once. The front desk was busy, and so I had to wait my turn. No problem.
However, the two employees were not moving very quickly. It was as though they felt no sense of urgency at all even though the lobby was full. It’s not that they were thorough, they were just… slow. And kind of cold too. This made me a touch impatient.
Then, the manager (well-dressed, cheerful, and smiling) arrived on the scene. I was momentarily relieved.
Momentarily… Because here’s what I pictured:
The manager would swoop in, station himself at the middle computer, currently unused. He would smile and say, “Who’s next?” And because I was next, I would step up, tell him about the 8 rooms I needed to check in, and he would smile, saying something like “I can take care of that for you.” He would then proceed to very obviously, and very quickly, and very efficiently, show those other two employees how it’s done around here. With a smile!
Here’s what actually happened:
Manager: “Have you been helped?”
Me: “No, not yet, but that’s okay – it’s busy, huh? Lots of birthday parties, it looks like.”
Manager: “Yeah, it’s crazy.”
Me: “I just need to check in eight rooms.”
Manager: “EIGHT!?”
Me: “Yup, I’ve got a couple groups here.”
Manager: [gesturing to the employee to his right] “Then she can help you.” [he laughs, turns away, and leaves.]
Seriously! So, I waited longer. No problem. They were busy. Plus, they were clearly doing things exactly as they had learned. What more could I expect?
The next morning, I found that the training room I needed was locked. I went to the front desk to let them know it was locked. Simple oversight; simple to fix, right? It just needed to be unlocked by 8:00 a.m. and all would be well.
Someone finally came to unlock the room at 8:20.
It was a nice place, with nice people. Imagine what it would be like if the managers modeled the behavior that ought to be expected.
Have you ever seen a train? Of course you have. But have you ever seen the cars pass the engine? Never.
If you’re a leader, and you do things at level “10”, your followers will likely do them at an “8”. If you have a rough day, and your effort is a “7”, expect your followers to be at a “5”.
To paraphrase Kouzes and Posner from The Leadership Challenge, “Leaders model the way by setting the example for others in ways that are consistent with their values. This promotes consistent progress and building of commitment.”
So ask yourself — “What do I want for my business?” It could be productivity, it could be accolades, it could be solid retention; whatever the answer, the route is clear:
As a leader, model the work you want from your people; redouble your efforts in this department, and see results.
- Secrets for Conducting Business… — May 13, 2014
- Leaders Model Desired Behavior — April 21, 2014
