While viewing the CNBC program “Titans” featuring Southwest Airlines Chairman Emeritus Herb Kelleher recently, I heard a quote that should be adopted as a mission statement for all service based businesses. He stated “Think small and act small and we will get bigger. Think big and act big and we will get smaller.”
Wow! Think of all the “little things” that every member of your staff can do which individually may not seem to have much measure, but when done collectively can move the ball downfield at a greater pace.
Be the leader in this area. Validate that if no detail is too small for your concern, it shouldn’t be for theirs either. Remember that your staff is observing your behavior and reactions at all times seeking both cues and clues as to what is expected of them. An encouraging word or a helping hand can set the tone for the entire organization. What attitude regarding the “little things’ is your staff observing in your behavior?
Tom Jennings
