By Michael Iverson
Imagine if this was your first experience with an airline: Leaving town for vacation, a friend and his young family were among the last passengers to board their Southwest Airlines flight. As the family made its way to the plane, crew members warned there was no room in the overhead bins for their carry-ons. The captain told my friend to leave the carry-ons at the end of the breezeway and he would find a place for them. When my friend got to his window seat, he saw the captain himself carrying the bags down the stairs to employees loading luggage onto the plane! My friend thought: What other airline captain would do that? This act of servant leadership had a profound impact on him and he became a loyal customer of Southwest.
Servant leadership is a leadership style that has been around for over 30 years. It was first introduced in 1970 by former AT&T executive Robert Greenleaf. It really came into its own in the 1980s and 1990s, when companies that adopted servant leadership (such as Southwest Airlines and Starbucks) first achieved success and admiration.
But what exactly is servant leadership? Servant leaders selflessly put their employees’ needs ahead of their own. The employees, in turn, put the needs of customers first. Customers, appreciative of the attention and care they receive, reward the business owner with their loyalty. It is, by design, a cycle of virtuous behavior.
It must be noted, however, that servant leadership is a model that can conflict with the traditional management philosophy of a leader needing to exert authority over employees.
Behavior of a Servant Leader
The servant leader’s natural inclination is to help others. He or she helps his employees become proficient in their work. A servant leader shows them how they can pursue careers that achieve balance between work and family life. And, he or she rewards their efforts with financial consideration that is truly representative of the value they add to the business.
Its leadership by example and with integrity, teaching employees how to put the needs of others first. A servant leader purposely stays out of the limelight, allowing his team members to accept the accolades and not themselves. He or she trusts his employees to do what’s right for customers and the business.
Management consultant and author Franklin Covey put trust as the hallmark of a servant leader. He cited 13 behaviors a business owner must adopt, including:
- Talk straight: Tell the truth. Let people know where you stand.
- Demonstrate respect: Show you genuinely care. Respect everyone, including those who can’t do anything for you. Show kindness in little ways.
- Create transparency: Be genuine, open and authentic. Don’t hide information or have hidden agendas.
- Right wrongs: Apologize quickly. Make restitution where possible. Demonstrate humility.
- Show loyalty: Give credit to others. Be loyal to those absent and represent those who aren’t there to speak for themselves.
- Deliver results: Establish a track record of results. Don’t make excuses for not delivering.
- Get better: Continuously learn and improve. Thank people for feedback and act on feedback received.
- Confront reality: Meet issues head-on. Address the “tough stuff” directly.
- Clarify expectations: Disclose and reveal expectations. Ensure expectations are clear.
- Practice accountability: Hold yourself and others accountable. Take responsibility for good or bad results.
- Listen first: Listen before you speak.
- Keep commitments: State your intentions and then act on them.
- Extend trust: Extend trust abundantly to those who have earned it.
Business owners who have adopted the servant leadership philosophy say it promotes team-building, achievement, positive change and high employee morale. So, what’s the catch?
This style of leadership does not come naturally for some people. Our achievement oriented focus is taught in school and does not consistently encourage servant leadership traits. It requires an intentional approach to live the principles outlined by Covey.
If you can incorporate the principles of servant leadership into your business, you can provide an environment for your employees that is much more than a place to work. You are inviting them to a better way to work, and a better way to live.
To discuss whether your business is a good fit for the servant leadership model, contact Trillium Financial.