It was my second visit to the pharmacy. It was busy with patients coming in to pick up prescriptions and get their COVID-19 or flu vaccinations. In other words, it was busy, and during my two visits over the past two weeks, I noticed that some patients had issues related to insurance hiccups or unfilled scripts.
At the center of the activity was a tall man in his sixties, the head pharmacist. The young pharms and technicians repeatedly came to him for instructions and clarifications. In some instances, he went directly to the patient or called the physician’s office on behalf of the patient. He also dispensed vaccinations.
And he did it all with a smile. His was an unfailing smile that radiated warmth and care in situations where some patients were feeling the stress of not knowing if their scripts would be filled. He never flinched. He treated everyone — old and young — with courtesy. (Except he spoke more gently and slowly for those older than himself.)
Recognizing Others
As I left the second time, I walked to his consultation window and complimented him on his relentless sense of patience and kindness. Before I could finish speaking, he said, “It’s them. My staff,” as he gestured to the young folks around him. “They do the work.” I laughed and said he was demonstrating what authentic leadership is all about — focusing on serving others and recognizing the efforts of those who make it happen.
None of this is new. But novelty is not the point. As Frances Hesselbein, legendary CEO of the Girl Scouts, used to say: “To live is to serve.” The challenge is how. Recent reporting in the Wall Street Journal described how the ranks of middle management are being gutted. Another article in a subsequent Journal article noted that fact leaves the remaining managers with many more direct reports, too many to manage properly.
Three Action Steps For Managers
So in these days of cutbacks and the pressure to do more with less, let me offer some suggestions.
Observe. Think about what is happening around you. With many folks looking to you for guidance, what can you do to reach out and help them
Coach. Ensure it’s safe for employees to suggest ways you can support them. Assure them that all ideas are welcome. At the same time, make it known that you cannot act on every request, but you are willing to listen.
Recognize. Make the extra effort to show how much you appreciate your team. Find ways to make them feel wanted. Smile. Listen. Learn. And keep an open door.
Sometimes the best thing a manager can do is listen. As Chip Bell, a fellow Forbes contributor and customer service, writes, “Listening means actively seeking to understand another person. That’s why we say it’s a contact sport. Listening without contact, listening without a dramatic connection, is like looking without seeing.” In short, be there when you can.
Service to others is timeless, and when we see it in unexpected places, it resonates. It reminds us of our humanity.