Why Great Leaders Aren’t Afraid To Get Their Hands Dirty
In the fast-paced world of leadership, true service stands out when it is grounded in deep care for people. Service leaders, those who put serving first and leading second, possess a humble and caring heart, driven by a sincere desire to make a difference in the lives of others.
At our recent event, 'You're Being Served – Giving Back To The People Who Give,' a remarkable story emerged. A CEO took a day to personally handle reception calls, allowing his team a day of learning and recognition. This living example of service leadership left an indelible mark on me personally, showcasing the profound impact customer-focused leaders can have on an organisation.
Great service leaders lead by example, getting hands-on and diving into the trenches. Richard Branson, known for jumping behind the counter at Virgin Atlantic, exemplifies this commitment. He engages with customers directly, actively seeking feedback and taking notes for future improvements.
Former Westpac CEO, Gail Kelly
During his time as CEO of Telstra, David Thodey AO was known for calling customers regarding their complaints. This action built rapport and connection with customers and had a powerful impact on the team. In his words, ‘Leaders need to be seen talking to and about customers, asking questions, listening to their stories, making a difference. Real change comes from real actions.’
Gail Kelly was the first female CEO of Westpac, one of Australia’s big four banks. An incredibly successful leader, she led a cultural transformation by putting people and customers at the heart of the organisation. After a brief career in teaching, Gail began in customer service as a bank teller and loved the engagement of a customer-facing role. This passion continued throughout her career. As CEO, maintaining engagement with customers and people was a core priority. She had a rigorous schedule that included making calls to customers each Friday and a full day every quarter, where she went out to branches to spend time with customers and team members.
“Example is not the main thing of influencing others. It is the only thing.”
Service leaders, at their core, radiate care. Leaders who prioritise their teams create environments where kindness, empathy, and inspiration flourish. As servant leadership expert Ken Blanchard affirms, "The most effective leaders care about people. They listen more than they talk. They want to help people win. That’s about caring and it’s about your heart."
Caring leaders forge lasting success by enhancing employees' well-being, fostering teamwork, and boosting organisational performance. The role of a service leader, is not only to lead but to communicate depth of care for people through both words and actions.