From Silent Partner to CEO: Lessons in Leadership and Customer Service
As a CEO whose company grew from one entity into a family of 29 businesses across various industries and geographic locations, my experiences have shaped both my leadership style and my approach to customer service. These insights have often required navigating tricky situations that test the boundaries of trust and integrity.
My Journey from Founding Member to CEO
My journey began as a founder, and it was a path that eventually led me to assume the role of CEO. My company evolved to become a force in the market, comprised of 29 diverse businesses. The journey was not always easy, with some unexpected challenges along the way.
From Minion to Boss
Initially, I spent a year working as a so-called "hatchet man." This role involved diagnosing and fixing problems within a company before stepping into a leadership role. My approach was to initially work as a new employee, gaining the perspective needed to make informed changes. In a suit that cost more than a car, I would sit at the head of a table during senior manager meetings, often leaving behind the worst and most abusive managers.
Scaling Leadership and Customer Service
The scalability of leadership and customer service presents unique challenges, especially as a company grows. In a smaller business, employees tend to know who the leader is, and vice versa. However, as the company expands, the dynamics change, requiring a more collaborative approach to customer support.
Collaborative Effort: Transparency and collaboration are crucial in large organizations. Technology can facilitate this through platforms that track customer interactions via email and phone. This approach helps in maintaining an open dialogue and ensures that customer feedback is adequately addressed.
Leadership Scaling: Leadership roles can become less personal as the company grows. The key is to shift focus to a collaborative effort rather than a top-down approach. Technology plays a significant role in this transformation.
Customer Service and Silent Partners
Before becoming a full CEO, I was a silent partner in a small restaurant. This experience provided valuable lessons about transparency and integrity in business. I learned the importance of stepping in when necessary and the consequences of not doing so.
A Clientele Situation
A memorable incident occurred when I witnessed a pregnant customer standing at the register, waiting for payment while the server ignored her. I intervened, but the server's response highlighted a critical issue: his attitude towards me, as a co-owner, was quite different from his treatment of other customers. The complaint about me was somewhat ironic, given my position in the business.
When this incident was brought to the attention of the co-owner, it became clear that proper training and customer service standards were lacking. Ultimately, the server's performance became a subject of scrutiny, and the employee was eventually replaced.
Lessons Learned
The experiences mentioned above encapsulate several key lessons in leadership and customer service:
Empathy and Intimacy: Leadership requires a balance between command and empathy. As a business grows, it is essential to maintain a personal touch and ensure that customer service remains a human endeavor.
Integrity: Being a silent partner taught me the importance of integrity and the impact it has on business operations. Honesty and transparency are foundational in building trust within an organization.
The Role of Technology: Technology can be a powerful tool in scaling customer service and leadership. Platforms that track interactions and provide insights help in managing relationships effectively.
These lessons have shaped not only my leadership style but also my approach to customer service. From the chaos of a manufacturing company to the quiet service of a silent partnership, each experience contributes to a comprehensive understanding of business dynamics and human interaction.