All of the companies I worked for during my career and most that I now work with as a consultant have terms like grandeur, excellence, and greatness in their value statements. In most cases, those refer to the quality of their properties and service; I believe that they also could and should apply to the quality of their management team and style. Because at the end of the day buildings come and go, but great leadership leads to great performance and that’s ultimately what the customer remembers. And true greatness in this context, is a thing of the heart. I often write here that the heart of managerial excellence lies in their use of emotional intelligence to connect with employees and set and support a workplace culture of excellence. Combine that with servant leadership and you create models for service excellence. Both focus on employee first thinking and initiatives and those create a customer first mindset in employees that drives performance and profitability. If this sounds like your management style, make a resolution to double down on it this year – that’s the best way to remain competitive in your market; if not, resolve to initiate strategies to remake your corporate culture to achieve the kinds of results that these strategies produce. Start the new year with a resolution to have a culture of excellence, starting today.
Roswell D. Hitchcock (1817-1887): Presbyterian Congregational minister, church historian, and Union Theological Seminary president.
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