How Visible Are the Leaders in Your Organisation?
We have just returned from a wonderful and restful break with our younger children over the school holidays. What we noticed at the hotel we were staying at, the Westin Nusa Dua, was the impact of visible leadership and it got me thinking: When did you last serve alongside your team?
THE POWER OF PRESENCE
The Hotel Manager, Marco, was a regular presence at breakfast each day. As he made his way through the very busy breakfast buffet, he took the time to check in to see how guests were enjoying their stay, as well as interacting and engaging with the team. He was fully aware of the team's challenges, identifying the process improvements that could be made to improve not only the guest experience, but the team member experience as well.
The result was a fully engaged and happy team in every department of the hotel.
Whether it was the team at breakfast, the 'Culinary Talent' preparing meals (loved that this was proudly displayed on their t-shirts), housekeeping, the grounds team, or the restaurants, it didn't matter where we were, the same commitment and heart of service was on display.
Even when our daughter had a bike riding mishap and needed help from the laundry team, they responded with the same genuine care and efficiency that defined the entire hotel experience.
SERVICE IN THEIR SOULS
It was the type of service where you could tell the team had service in their souls. Genuine, happy service despite it being an incredibly busy period. And even observing some challenging guest interactions that were handled with such grace, it was evident the emphasis that was placed on the customer experience.
This level of service culture doesn't happen by accident. What I know to be true is that one of the keys to embedding a service culture is a leadership team that is hands-on, visible and present with their teams. Not hiding behind a desk or locked in their office, but a positive presence making a difference to their team.
LEADERS WHO LEAD FROM THE FRONT
Consider these inspiring examples of visible leadership:
Richard Branson of Virgin Airlines is famous for jumping behind the counter to serve customers during busy periods. In 2019, when Virgin Atlantic faced delays at Heathrow, Branson was spotted serving passengers himself, taking feedback directly and making notes for future improvements. He regularly travels on flights asking customers for feedback and taking notes for future action.
David Thodey AO, during his time as CEO of Telstra through a significant customer-centric transformation, was known for personally calling customers regarding their complaints. This 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, the first female CEO of Westpac, led a cultural transformation by putting people and customers at the heart of the organisation. After starting as a bank teller, she never forgot the importance of customer connection. As CEO, she maintained a rigorous schedule that included making calls to customers each Friday and spending a full day every quarter in branches with customers and team members.
YOUR LEADERSHIP CHALLENGE
This service leadership trait should not be just for the CEO or General Manager. It is a leadership attribute that is essential for every team leader, supervisor or manager and one that will make a significant difference to customers, the team, and the overall service culture of any organisation.
Visible leadership creates service cultures. When leaders are present, engaged, and willing to serve alongside their teams, it transforms not just customer experience, but the entire organisational culture.
Would you like to learn more about how leadership will make the single biggest difference to the customer experience? I would love to help and support you by:
Reading my book - Download 'They Serve Like We Lead' to discover the traits of exceptional service leaders.
Booking a time to chat - Let's discuss how visible leadership can transform your organisation. Book a time HERE.
Joining us at 'You're Being Served' - A community event giving back to the people who give, where leaders bring their frontline service heroes. Book your tickets HERE.
P.S. What's one way you could be more visible with your team this week? I'd love to hear your ideas – simply reply to this email and share your thoughts.
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