Six times a year, I host group travel experiences for Edgerton’s Travel. Along the way I share inspiration and humor. On a recent trip to New Orleans and the Old South, I observed one of the timeless principles of effective leadership and outstanding customer service.
It was aboard the Steamboat Natchez on the mighty Mississippi River. The Captain led a flawless two hour experience. I watched him guide all crew members with firm buy respectful commands.
Then, when the trip was over, he noticed many of the passenger chairs were out of place. He came down and started putting them back in place. Not just a few, but chair after chair. He put them perfectly back in place. It was obvious he cared deeply about his workplace and the customer experience.
As a leader, he was displaying the timeless Leadership principle of leading by example. When a leader is out there on the front lines doing humble tasks like straightening chairs, how can the workers not be impacted in a positive manner?
In motivational seminars, I often use the example of Kenny McCreary, asst. GM of The Summit Club in downtown South Bend. Kenny arrives to work in a extra sharp suit and tie.
“But if a cleaning person is sick I take off the suit jacket and roll up the shirt sleeves and get to work on her job,” Kenny told me. “If glasses of ice water need filled up, I will do that as well. Whatever it takes. I just believe when a leader is front and center, it has to inspire everyone to do their best.”
– Charlie Adams
How do you feel about this principle? Do you have examples? Please contribute them to the Stoke the Fire Within blog so that we may all grow from your insights.