Leadership Lessons from a Random Act of Kindness

By now, you may have seen the heartwarming video of a Qdoba restaurant employee feeding a disabled customer who had come into the restaurant for dinner.  The employee helped this woman to her table, and before leaving, asked if there was anything else the customer needed.  The customer asked if the employee could help her eat.  So this employee put on gloves and sat at the table and fed the customer.  Another customer in the restaurant captured this act of kindness on video.  He shared the video with some friends, who shared it with others, and soon it “went viral.”

It was a very special display of kindness by this employee.

Relatively little attention, however, has been given to Jim Schroeder, the general manager of this Qdoba.  So I would like to take a moment to recognize him.  I want to recognize his ability to establish a work environment that makes servicing the customer the number one priority.  I want to recognize him for creating an atmosphere where employees know they can step away from their posts to tend to the needs of their customers. Schroeder has created a workplace where sales and productivity are not the number one goal, but taking care of the customer is. After this particular event, Schroeder was quoted as saying, “It’s not just about making people’s food. It’s about what kind of positive impact can I have on somebody else’s day.”

As the leader of your organization, what priority are you placing on servicing your customers? What message do you send to your team about positively impacting someone else’s day? Are you so focused on productivity that you’ve lost sight of servicing the customer?

This week, commit to having a positive impact on your team members’ days. I’ll bet they will, in turn, have a positive impact on your customers’ days. And when they do, the productivity and the profits will take care of themselves.

Thanks for reading,

Jim

P.S. – Check out my website at http://www.jvearle.com and keep me in mind if you hear of any opportunities to share my thoughts on leadership.

Ways to follow Dr. Jim Earle:
Twitter – @jvearle
Blog – http://www.jvearle.wordpress.com
Facebook – JVEarleConsulting
Website – http://www.jvearle.com

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