What does it mean to be a leader? What makes a good leader? These are questions everyone asks themselves at some stage in their life.
So picture this scenario…
You walk into a store feeling like the day belongs to you and nothing can get in your way. The mission is clear, you know what you have to do and now all you need is to get the stuff so you can do it. The shop is clean and organised and everything is marked, this gives you the reassurance that you are in the right place. Expectations are high! In true ‘DIY’ fashion you try to find everything yourself, but soon discover the store is bigger than you and you don’t have time to search up and down shelves. You decide its time to find someone will know exactly what it is you want and take you straight to it…
1- Leading from the top
…
You spot someone by the counter and try to get their attention. They spotted you! As you wait for them to get to you, you notice something isn’t right. They are moving as though their shoes are made of concrete. Their attempt at a smile makes you think they are in pain. You think that its rather rude, but maybe they are having a bad day so you shrug it off. Trying to stay positive you explain to them what it is you are doing and looking for to get it done. Without blinking an eyelid they say we don’t have any. How does this make you feel? You feel let down, frustrated and thinking “If i want it done i better just do it myself”. In an instant the good mood you where in is gone and you lose faith in the store you once held up on a pedestal. In an effort to redeem that faith, you decide to find the manager or anyone willing to help. You find this person, this saving grace, sitting at their desk browsing their Facebook page. They look up at you as though you are interrupting them and then after barely listening to you calls the sales person, scolds them and makes them take you to the shelf holding what you need. At this point the great mood you were in has gone and the excitement you had coming into the store is lost. Subconsciously you decide that you will never have a positive experience at this store again which sets your mood every time you think of going back there.
2- Leading from the front
… As you look up you see someone walking towards you with a nice warm smile on their face and beaming confidence. They greet you and ask how they can they help you. You explain what you are trying to do and what it is that you need. The sales person hesitates for a second trying to visualize what it is you are wanting. Then after a minute asks you again to explain what this thing you need does. You start to lose confidence in the sales person, but know they are trying to help you. As the sales person guides you to this shelf and that shelf looking for this ‘Thing’ you decide it best to ask the manager. The sales person gladly directs you to his office and introduces you. Greeting you with a welcoming smile the manager listens to exactly what it is you need and directs you to what you need. They calmly explain to the sales person what it is and the need to listen carefully to what the customer needs. You finally have what you need and feel accomplished! Subconsciously you decide that this store knows you and really wants to help you. They care!
So what happened? In both cases you were served and got what you went in for, but in one case never got service.
- In scenario 1 the manager was uninterested and this rubbed off onto the sales person. This led to you feeling like they were doing you a ‘favor’ by serving you. Leaving a bad experience ingrained in your mind.
- In scenario 2 you were met with a welcoming smile and willingness to help you. The manager was friendly and this rubbed off on the sales person. You got what you needed and will always remember the great service every time you think of going back.
As humans we naturally look to our leader and do as they do. We learn from them and trust that they will guide us and teach us the difference between right and wrong. Almost like parents one could say. Yes, every once in a while you come across a sales person that is just a ‘bad apple’ even when the leadership is of the best. A good leader will identify that ‘bad apple’ and deal with it before it spoils the brew. Probably the hardest part about being a leader. It takes an average of 18 months to undo a bad experience and win back a customers confidence, but only takes 3 minutes to create a bad experience.
The best thing I think you can remember is “There is nothing personal about doing business and dealing with one problem will benefit multiple people. Good leaders are respected for their decisions and how they follow them through.” When i say there is nothing personal about business i mean that you can’t let your emotions be the decision makers.
There is a lot of great information on the internet with different answers and views to what i have just said. I’m by no means trying to say i know more than everyone else. I am been fortunate enough to have only ever worked for great leaders and have learnt a great deal from each of them. I like to think this has made me a good leader and want to share my views.
Louis J. Ferreira 