It was 8:00 a.m. on the dot when a truck pulled into my driveway followed by three other vehicles. My neighbors might have thought I was holding a breakfast party, but that was not the case. It was window cleaning day.
Exactly on time, it was the cleaning crew from Mark’s Carpet Cleaning, based in my town of Wellsboro, PA.
As usual, I was impressed by their punctuality which has been matched by my appreciation for the high level of quality service they consistently provide and their overall respect for each other, as well as for me and for my home.
On this day, all my windows were being cleaned and as a bonus I was inspired by the impressive evidence of positive leadership from Mark, the owner and his team.
Mark started his business 35 years ago and gradually built his reputation as not only providing excellent service, but also for being an employer that truly cares about his workers. He did this by working alongside his guys encouraging them as they moved from window to window.
What probably came easy for Mark, since he’s simply a nice guy, it was clear that his crew respected him and were loyal, committed employees. As I shared my appreciation for what I witnessed, I asked Mark about the longevity of his crew and learned he didn’t have a lot of turnover and that one employee has been with him for 25 years.
In observing the crew, I noticed they all knew what their job would be. Some stayed outside and climbed ladders, some were inside, after removing their shoes at the door. There were no disagreements, no passing off work to their counterparts and no complaints. As the guys worked in tandem, window my window, I noticed they worked together in order to do the best job. They pointed out spots that were missed to each other so each window was perfectly cleaned. Focused, efficient, friendly service, left me a very satisfied customer inspired by the power of a business built on positivity and respect.
On the flip side of this example of exemplary leadership with a focus on respect, I recently heard about another business, which happened to be a medical office that has had the opposite experience and impact.
This physicians office, staffed by 65 people responsible for a variety of duties has had a turnover of 99 staff members in three years. In an interview with one employee, who is just holding on for another year or so until retirement, explained that this culture is the epitome of a lack of care and respect from the top down.
As this workplace culture disaster evolves, people leave, job assignments shift, more work is added on, communication and respect fail to occur and the mood and feel of this office becomes more and more depressed.
What is surprising to me is the business owners (a group of physicians) have either been oblivious to how much money is being lost due to the high staff turnover and lack of cooperation and respect, or they simply don’t know it can turn around once the leadership team shifts their attitude and approach.
Although for many of us it appears to be a no-brainer that workers that are appreciated, encouraged and respected are more faithful and more productive, some employers still blame their employees for not having the right “stuff” and then chastise, accuse and reprimand, rather than demonstrate and model the type of behaviors they expect to see.
The truth is most people want to do their best work and for that to happen, as Mark clearly knows, is that business owners and leaders need to have heartfelt care and respect for their people. Sincere care cannot be faked. People know it and they can feel it when it is there and feel the absence when it is not.
When a business is invested in respect it will not only be more successful financially, it will produce happy, inspired and cooperative workers that in turn, pass it on. In my estimation, those are the business that clean up.