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BK Blog Post
Posted by Ken Blanchard.
Ken is the coauthor (along with Jane Ripley and Eunice Parisi-Carew) of Collaboration Begins With You. He is also chief spiritual officer (CSO) of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Dr. Marjorie Blanchard, founded in 1979 in San Diego, California.
Continuing with the servant leader theme, I want to share a real-life example that I experienced. To help you realize that servant leadership can occur in any organization, consider what happened when I visited the Department of Motor Vehicles (DMV).
When you mention the DMV, most people would say it’s a government bureaucracy that often treats them as a number instead of a human being. I felt the same way at the time—but like we all do every few years; I had to go there in person to renew my driver’s license. I hadn’t been to the DMV in years and headed to the office with low expectations. In fact, I asked my assistant to schedule three hours for my visit. That’s how long it normally takes them to beat you up.
I knew immediately something had changed when I walked in the front door and was greeted by a smiling woman. “Welcome to the Department of Motor Vehicles! Do you speak English or Spanish?”
“English,” I replied.
She pointed to a nearby counter and said, “Right over there.”
The guy behind the counter cheerfully said, “Welcome to the Department of Motor Vehicles! How may I help you today?” It took me only nine minutes to get my replacement license, including having my picture taken. I asked the woman who took my picture, “What are you all smoking here? This isn’t the same old DMV I used to know and love.”
She asked, “Haven’t you met our new director?” and pointed to a man sitting at a desk right in the middle of everything—no private office for him. I walked over to him, introduced myself, and asked, “What’s your job as the director of this branch of the DMV?” The man gave me the best definition of management I had ever heard:
“My job is to reorganize the department on a moment-to-moment basis, depending on citizen (customer) need.”
The director obviously had a compelling vision for his department. The point of their business was to serve the needs of the citizens (their customers), and to serve them well. What did this director do? Since he had philosophically turned the traditional hierarchical pyramid upside down, his main role was being responsive to his people and cheering them on—that’s why he was out in the middle of the action. He also cross-trained everyone in every job—even those who normally weren’t out front, like bookkeepers and secretaries. Why? Because if a flood of citizens came in suddenly, they would be able to respond. And no one went to lunch between 11:30 and 2:00, because that was the busiest time of day for customers to come in. Everyone’s energy was focused on the citizens and their needs.
This director created a motivating environment for his people. His team members were really committed. Even employees I recognized from past visits—who at the time had seemed stiff and jaded—were now excited about serving.
When leaders are servants first and leaders second, they make a positive difference in everyone around them. Would you like to work for this kind of leader? You’d better believe it. Why? Because he’s a servant leader who treats his people as his business partners in implementing the service vision and solving problems.
Think about what you can do to bring servant leadership alive in your organization.
What did this executive do? Since he had insightfully flipped around the customary various leveled pyramid, his primary part was being receptive to his kin and giving a shout out to them—that is the reason he was out amidst the activity.