Leadership Excellence: Leaders are Lifters
October 26, 2015 5:16am
By Bryan K. Williams
(Dedicated to: Doug Brooks, Charles DeFoucault, Carter Donovan, Jim McManemon, Diana Oreck, Theo Gilbert-Jamison, Angela Hornsby and Horst Schulze)
The best leaders are lifters. Plain and simple. They know how to lift the hearts, hopes, esteem and performance of their staff. If you are my leader, then my life should be better somehow. There should be something amplified about me in a positive way, as a result of being on your team. You should challenge me and encourage me. You should insist that I do my absolute best, always. Nothing less will suffice. With you, I know that there are additional levels of excellence for me to achieve. As a result of being on your team, I will learn that excellence is not a destination, but an ongoing journey. I will learn to appreciate where I am, but imagine where I can be.
Even when leaders are tired, they never allow themselves to tolerate mediocrity. Ever. They never allow common excuses to lessen their expectations. In their hearts, they know that excuses like “young people don’t work hard” and “it’s hard to find good people in this area” cannot be accepted.
Sometimes, even the best employees have their off days (or weeks…or months). Those periods when the focus isn’t there and they allow their mood to dictate their performance. I was no exception. One day, I was in charge of leading a team of banquet servers to set up a room for a large dinner function. It was not done proficiently or neatly. I accepted subpar work from my team, and from myself. My manager immediately noticed the poor work, and pulled me to the side. His words have stuck with me. “This caliber of work that I see today is far beneath you. This is not what I’ve come to expect from a professional such as yourself. You are a better man than this.” Then, he walked away. That was the type of wake-up call I needed at that point in my career. With his comments, that leader reminded me that work ought to be done professionally and thoroughly or not at all. At the very least, I was taught to be uncomfortable with subpar work. It should bother me, deeply. To the point where I simply can not stand anything other than excellence.
For that, I am eternally inspired and forever grateful. I would not have achieved what I have been blessed to achieve had it not been for countless leaders who mentored, coached and advocated for me. I would not be here if they did not provide endless opportunities for me…when they didn’t have to. From a line employee washing dishes to a corporate director overseeing training, I have been blessed with phenomenal leaders who I’ve disappointed, yet they still believed in me. They still pushed me. I only hope that my contributions have left a positive mark on their lives as well.
Responsibility as a Leader
As a leader, please know that you have the unique opportunity to shape both the professional and personal path of those on your team…and even those around you. Take your leadership responsibility seriously. In many ways you are a steward; entrusted with those under your guidance.
To all the leaders who have molded and inspired me, thank you. Thank you for the privilege of adopting me and allowing me to grow.
bryan k. williams,
Dr. Bryan K. Williams is the creator of the popular BWTV training series, and the author of two books: Engaging Service: 22 Ways to Become a Service Superstar and Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers' Expectations. Bryan's passion is world-class customer service, and has facilitated workshops and delivered keynotes all over the world for various companies. He speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement. His company's online store includes a growing collection of customer service products that are well-suited for your training library.
Contact: Bryan Williams
Hospitality Financial Leadership – Every Line Needs an Owner
Excuses are For Losers: Leadership Involves Pressure and Personal Sacrifice
The #1 Rule in Service Excellence: Keep the Customer
BW Leadership Academy Supports DonorsChoose.org to Help Classrooms in Need
Recognizing Excellence on Your Team
ResortSuite Selected Dr. Bryan K. Williams as Keynote Speaker for Its Recent Annual Conference in Toronto
The #1 Key to Building a World-Class Service Culture Today
How To Serve A VIP: 30 Tips to Earn & Re-Earn Your Customers’ Loyalty
Leadership Excellence: Leaders are Lifters
The Big Leadership Question: Why Should Anyone Follow YOU?
2 Customer Service WOW Stories to Jumpstart Your Week!
Three Tips to Create a Memorable Experience For Your Guests
Customer Service Expert Introduces B.W. Leadership Academy
Where Are the STRONG Leaders?
Dr. Bryan K. Williams Selected as a Guest Speaker for CMAA 89th World Conference On Club Management
Agilysys Selects Dr. Bryan K. Williams as a Guest Speaker for Its Annual Conference in Las Vegas
MURTEC® Selects Dr. Bryan K. Williams as a Keynote Speaker for its Annual Conference in Las Vegas
Service Excellence: 5 Ways to Elevate Your Personal Brand in 2016
7 Ways to Drive Service Excellence in 7 Days
Customer Service Training Is a Waste of Time
Please login or register to post a comment.