5 Simple Leadership Steps

Dear Leadership,

Recently, I saw a customer-service sign at a drive-thru window that read:

BELIEVE. LISTEN. APOLOGIZE. SOLVE. THANK.

I imagine the sign was meant to remind employees how to respond to customer complaints and problems. But when I read those words, I felt an immediate pang of sorrow. Sorrow that these simple acts of common courtesy were not extended toward me when I came forward with concerns about your lack of care for our team. It struck me as ironic that a fast-food employee would treat me with more respect concerning my mixed-up lunch order than my boss who had known me for decades.

I’ve often wondered why my words were not believed, and why there was almost zero curiosity about my concerns. Instead of encountering compassion, I encountered Fort Knox.

Those who know me well, including yourselves, know that I’m not someone who blindly charges into the fray without careful thought. Before I bring up an issue, I look at the situation from every angle (or at least I try to). I ask myself if maybe I jumped to the wrong conclusions, maybe I misunderstood, or maybe I didn’t have all the facts (highly possible). I convince Myself I’m probably the problem here. Yes siree bob, I’ll just back out of this conversation with My Self before I make a fool of myself.

I consider all internal angles before it dawns on me that the problem may lie externally.

When I finally do come forward, it’s only after much soul-searching and prayer. I make it a policy to never confront in the heat of the moment, because when I’m upset, I’m either bewildered and dumbfounded or teary-eyed and rattled. I’m not at my best in the furnace of conflict, unlike my sister who throws her best come-backs in heated exchanges. So I give myself a 24-hour grace period of “no comment” until I can think and speak clearly. If the truth be told, I’m a lot more likely to give a 24-year grace period before I have the courage to speak up. Which is what I would have done here with you, if the issue hadn’t been so egregious.

If and when I come forward to speak about a problem, especially one involving misuse of power in leadership, you better believe I’m coming fully loaded with all the self-doubt I can carry into the room. If I’m coming to you with a problem, it’s because there IS a problem and my integrity won’t let me off the hook. I’m sitting across the table from you, not because I want to or relish the opportunity for a fight, but because I cannot not come forward.

There was a part of me that knew coming forward was a big risk. And your response proved I was right.

And here I now sit. And there you now serve. And one of us is out of a job.

If a teenaged cashier wearing a funny hat can navigate a tense conversation over a mismanaged order of a double-cheeseburger and milkshake, surely your leadership team can implement BELIEVE, LISTEN, APOLOGIZE, SOLVE, and THANK without defaulting to defensiveness, blame-shifting or threats. Genuine concern for your team is worth the effort to grow in this area of leadership.

I respectfully ask that you spend more time at the burger place down the street. I feel certain you’ll learn something from a guy named Clarence who works the drive-thru window every Monday-Friday.

Sincerely,

Belinda

Leadership Drama
     Be curious. Ask
     questions. Don't assume you know
     the backstage dramas.
     The stage delivers
     a curated story, but
     behind the curtain
     the truth is told in 
     unrehearsed stories - no lights
     or instagram pics.
     Begin believing
     your cast; they know your every
     line, exit, and blocked 
     move.