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They work at a major warehouse store, in the tire center – two guys named Matthew and Tim. While some in their positions would look at their work as “just a job”, Matthew and Tim have created something different. They have made it their mission to focus on service and not on sales.

While the corporate results reflect their successful sales numbers, what leadership doesn’t see is the stellar service provided by Matthew and Tim that drives those sales. And that service makes all the difference.

They take time with each customer to determine their best options, explaining and answering questions. They give them their best prices. And they are honest enough not to sell them parts and services they don’t really need. It doesn’t end on the day of service, either. They invite the customer to return after 50 miles for a free calibration check, just to be sure everything is secure and functioning well.

But here is the other part of the story. The leaders in a far-distant corporate office likely don’t even know their names and certainly are not recognizing their leadership and dedication.

But the customers do.

Maybe it is time for leaders to see things from the customer’s point of view.

Traditionally, when it comes to leaders in the workplace, most think of the person in a corner office, at the head of the meeting table, and behind the podium.

But in today’s workplace, leaders extend well beyond the traditional norms. You may find them at a desk, in front of a computer, on the factory floor, behind the wheel, at the helm of industrial equipment, and, yes, at the service desk and under a lift.

These are the people who bring tremendous value and innovation to an organization.

But who is seeing and hearing them?

As a leader, your greatest role is to develop other leaders. This includes being very intentional to see and hear leaders at all levels.

How can you be intentional?

Go to where they are.

Don’t wait for them to come to you or speak up in meetings. They likely would not do that. These are the quiet warriors. If you go to them, hear them, and see the world as they see it, you will learn a great deal about them, your company, and your customers.

Look at the results, yes, but then find the people who make them happen.

Many leaders are guilty of “Just the Facts, Ma’am” syndrome. Be a leader who gets the facts, sees the results, and then gets to know the people who made them happen. This gives these valuable leaders a sense of belonging, which is critical for long-term success.

Reward the efforts of those who go above and beyond what is asked of them.

The world is full of people who clock in and out on time. They come, do their job, and leave. While they meet expectations, they do not go beyond a certain level of mediocrity. When you have people who do go above the norms, look for ways to reward their dedication.

Recognize them and appreciate them for their unique strengths.

There are those within every organization who are overlooked. No one asks for their perspective or ideas. No one recognizes the unique strengths and experience they bring to the table. Wise leaders learn the strengths of each person on their team and provide opportunities for each person to shine in those strengths. This is how leaders are developed, and how their leaders build legacy.

Open avenues of communication.

Some team members may think themselves too young or too old or not in an empowered position. It is often these team members who have some of the best insights – because they observe the organization from a different vantage point. Wise leaders will give them a means to communicate that fits their communication style and offer a venue where they feel comfortable being candid. And, most importantly, wise leaders listen when these team members speak.

Action Steps

• Do you have any “Matthews and Tims” on your team who deserve to be seen and heard?
• How will you recognize their leadership?
• What can you learn from them?
• How can you replicate their success to other parts of the organization?

Curious how your company measures up in this area, with real data you can take to the bank?  Connect with us or take the assessment here (https://www.orgiqsuite.com/). Get your Culture Scorecard today and get back on track to success.

Deb Ingino is a highly sought-after executive coach, mentor, consultant, and speaker worldwide. Deb is well versed in business operations and in the importance of asking key questions most business leaders won’t ask themselves. She brings deep experience in leadership development, strategy, high performance team building and effective communication. She has a passion for leading people to discover and maximize their strengths as well as those of fellow team members, while offering advanced strategies to achieve high performance. Deb is the perfect fit if you’re ready to take your leadership and impact to the next level!