Recently my organization underwent a grueling boot camp style, dramatic and innovative healthcare system process redesign. It was a rip the band-aid off fast approach, and two weeks of asking people to quickly change many of the ingrained daily processes they had known for many years. Set-up for organizational failure?
Nope. I was impressed by the speed at which we were able to accomplish much, while never losing a soul. One of the reasons it worked out so well was due to our Sherpa’s. In the Tibetan region of the Himalayas, Sherpa’s are guides that are highly regarded as elite mountaineers and experts in their local terrain. Our assigned “Sherpa’s” commanded leadership to get out of the way, sought positive opportunities for change at the front lines, and guided staff in doing what they needed to do. As leaders our sole role was to get behind them, coach them, and support them. It worked well.
Skinny Cow Leadership
At the end of two weeks I joyfully arrived at the office with celebratory boxes of Skinny Cow Ice Cream sandwiches at 2:30 on a Friday afternoon. I had purchased all the flavors I could find, Mint and Chip, Cookies and Crème, Vanilla, and Chocolate. It seemed like such a small thing to do, cost all of $15, yet the experience made me appreciate something far greater. As I journeyed to each work station and watched the faces light up, offering the yummy ice cream sandwiches, I was reminded of how important it is as leaders we first serve others. As I traveled to a next department, I heard a female voice yelling from down the hall, “Susan, wait, I was told I should find you.” Honestly I felt a bit like the Pied Piper. It made me wonder, what if we could lead in a manner that compelled people to follow us with the same enthusiasm, even in the absence of ice cream. Servant leaders do, through three simple behaviors that contribute the cultivation of a culture that responds in just that way.
Servant Leadership
First and foremost, if we as leaders expect to have followers, we must first serve others. The greatest contribution a servant leader can offer their team will not be in what we do, but in what we offer to do for others. The way you can do this and achieve great results begins with asking others “What is the one thing I could take off your plate today that would make your day better?” If you’ve never done this they will look at you in disbelief. “Yes, really. What can I take off of your plate?” Each time I have asked that question I have been handed a task, and most often it is something so very basic. It can be as simple as communicating a message to another department that they do not feel comfortable in delivering themselves, or the addition of a shred basket at their work station; little things go a long way.
Effective Leadership
Secondly, effective servant leaders close the gap. Once you’ve accepted the task of taking something off someone’s plate, remember to circle back around and close the gap; were you effective in your actions. Check back in with followers and ask how it’s going. Did your actions actually serve to make their day better? If you were effective in your efforts it will reinforce to your followers that you are there to support them, you are on their side. In practicing the “close the gap” you will strengthen your ability to effectively listen to, and serve others. You won’t know if you were effective if you don’t ask. Effective servant leaders are good listeners and ask good questions.
Ask to Serve
Lastly, effective servant leaders recognize that most of us are not very good at asking for and accepting assistance. We humans, for whatever reason tend to feel less worthy of accepting help. I was recently reminded of this during a trip to the grocery store. At the checkout, instead of the obligatory “Do you need any help to your car?” (to which I always decline since I truly do not NEED any help), the freckly faced bag girl grabbed my three bags and with a big smile said “Which way to your car?” A sudden feeling of being served and cared for hit me. As we walked to the car I had the pleasurable experience of connecting with her on a very basic level, a human experience I would not have otherwise had. The benefits of doing this for our followers, of giving one the feeling of being served and cared for is something we could all use little more of.
The top three servant leader messages:
- Your greatest work will not be in what you told others to do, it will be recognized by your service to others.
- To do great work you must know what it is that others value, start by asking questions. Stop telling and start asking, then stop asking and start doing.
- There are no leaders without followers If we expect to effectively lead we must sometimes get out of the way of our people and get behind them. Effective servant leaders don’t stand in front of our people, we get behind them.
How do you go about serving those you lead. Please share your thoughts in the comments section.
I have had the privilege of being a team leader and I try to be the first to arrive and arrange the place before my team mates arrived. It was fulfilling doing so.
And from your writing I have seen how I can do more in serving others. Thank you for this insightful article. God bless you.
Thank you Sammie for your insight. It is fulfilling to prepare for guests, isn’t it? Blessings to you on your journey and in serving.
Hi Susan,
Your post really reminds all of the “true” leaders why they lead. I like to think that “true” leaders create “volunteer” followers – i.e., I follow you because of you and because of the cause – not because I am paid to do so. Thank you for reminding us all to get over ourselves and treat our teams to the best we have to give.
All the best,
Susan
Thank you Susan! Sometimes as leaders we create a great divide between our ego self and our true self. Scharmer speaks about it in “Theory U” and calls is the great Social Divide. Once we lose the ego self, and answer the call to our true self, we begin to lead in a different manner. As ‘true-self’ leaders we lead with our heart, are able to be fully present, and embody our highest future possibilities. Serving does that for me.
Excellently delivered and I couldn’t help but connect with you Susan. I only wish I could receive some skinny cows 🙂 Thank you for your timely reminder of what I should focus on as a leader, especially now that I am running my own business.
Great post thanks Susan. I always love the simple things and your ice cream sandwich story is testament to how little is required to have a significant impact. I think sometimes when we take an action like that we wonder why we just don’t do it more often. I think nothing demonstrates and engenders teamwork, team spirit and collaboration more than servant leadership.
Peter
Love how you emphasize that leadership is more about others than the self…far too many folks have that backwards! Great advice about holding yourself accountable: “Once you’ve accepted the task of taking something off someone’s plate, remember to circle back around and close the gap; were you effective in your actions.”
Leadership is service; it’s the pathway to greatness.
The wisdom in this post is educating, inspiring and enthralling, it will help one touch hearts and whenever one ask for hands, he/she will get them.
Thank you Dame Susan Thorn for sharing this beautiful information with us.
Thank you Ifeanyi, There is no greater gift in leadership than touching the heart of those doing the real work!
Susan, I wonder if “my greatest work will not be in what I told others to do, it will be recognized by mine service to others” who does what and who follows whom? I always thought that leadership (not management) is about “steering” and “vision” and “…” that I as a leader have and others follow because they wish and not because I told them so (or did something /serve/ for them).
Am I missing something?
Cheers
Jaro.
Yes, in servant leadership it is often a who follows who? Quite the parody to traditional ‘management’.
Blessings,
Susan
Sorry, Susan could you explain to me who leads if I (as a leader) follow?
Thanks
jaro.
Hi Susan,
Servant leadership is a winner. It removes resistance like a warm sun. It uplifts people with its generosity. It brings everyone into a culture of giving through the simple action of doing it!
You’ve had underscored an element often overlooked — ask to serve! Sometimes servant leaders assume that others will see their giving in the light of its positive intentions. Yet it can actually be viewed (in the beginning) as taking over. Ask! Simple brilliance.
Wonderful post!
Kate
Very beautiful words Kate, you are the daily gift and example of leading like a Skinny Cow. Your words….”It removes resistance like a warm sun” could not express better the intent and the effect. Ask before assume is the only way experience a climate of change that considers all.
What a great article on servant leadership! I will never look at Skinny Cow products without thinking of your blog post 😉
Ha! And guilt free at that!
What a simple but profound truth about servant leadership. Thanks for this great reminder as I head into the office looking to serve others I lead today.
Thank you Lisa! Enjoy your day of serving others!