Leadership Messages

Creative problem solvers can be a leader’s most important asset. Last weekend I met a friend at a new restaurant. She was having a terrible week, so when I finished dinner with the family, I decided to meet up with her. When the server asked me what I wanted to eat, reality was that I really just wanted dessert, but it wasn’t that sort of place and there wasn’t a dessert on their menu. The three of us began to brainstorm. Did i want a frozen beverage? No, not really. Did I want a spiked coffee? No, not really. What I really wanted was a milkshake or some ice cream.

Check out what the server brought me…a 22oz milk and a side of chocolate syrup…amazing! Even as I listened to two other servers ask hours what she had delivered to the table, as you can tell I was very pleased with her creativity and decision making. I didn’t have the opportunity to talk to her manager, but as a leader he should be proud. He empowered his team to make decisions that would impact customer experience in a positive way. He created a culture where people knew that doing the right thing was the right answer. Without ever interacting with me, he made sure that my evening was a success.

I still have no idea how the food is, but they have a customer for life.

What messages are you sending your team as a leader?