We were dining in Cru, one of the hottest restaurants in Nantucket recently. We watched an elegant woman in a stylish outfit and stilettos sanitize a nearby table, leaning over to clean the banquette and then bending down to clean the floor area.
My wife asked, “Are you going to work all night in those shoes?”
“I certainly am,” she smiled.
“I assume you’re the manager,” I said.
“I am,” she confirmed.
“You’re dressed for the role,” I said, “but you’re certainly not avoiding the tough work.”
“We lead by example here,” she explained, smiled, and walked away. We watched her greet guests, talk to employees, and clean other tables when needed.
Troops follow leaders into deadly battles when the leader says, “Follow me!” and not, “You go ahead, I’ll meet you over there.”
The strongest influence on behavior in an organization is never what’s read or heard, but rather what’s seen. Change the behavior of the exemplars—boss, informal leaders, those highly respected—and others will change behavior. If people who cheat get ahead, others will cheat. If those who succeed are those who work hard and smart, others will work hard and smart.
Many people who attend my experiences more than once tell me that the first time they learned what I was teaching, but the second time they wanted to watch how I did it.
Be careful. You’re constantly demonstrating behavior to others—family, friends, colleagues, subordinates, clients, suppliers, and so on. What are you “teaching” them about the values you exemplify and what you stand for?
How many times have you heard your kids say, “Why can’t I do this, you do it!?” Don’t hate your kids for citing the obvious.
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