Hard work is called that for a reason, because it's hard. And I've gotten to where I am because I've done a lot of it. But it wasn't all just me -- I had a lot of help along the way. From people mentoring me, to advising me, to lending a helping hand, there have been a lot of people who have helped me to become who I am. But when your elevator ride reaches the top, it's important to send the elevator back down for the next person.
Business is about people serving people, not companies or the bottom line. And a key to leadership is having a servant's mentality. Asking others how can you help them or what can you do for them goes beyond simply serving their needs, but builds the foundation that lasting relationships are built upon.
If having a servant mentality sounds easy, then I ask you: why do so many companies fail at basic customer service? It's because lack of time, success, ego, and other excuses got in the way. We forget birthdays, anniversaries, or simply paying it forward with kindness. And when we do, lame excuses and pithy "I'm sorrys" are said, and nothing is ever actually changed.
Thinking big and act bigger means forgoing those self-imposed limitations and excuses, and dedicating the time to living a servant mentality. Take every opportunity you can to send gifts, and thoughtful ones at that. And if gifts are out of your budget, a card and a stamp or a phone call go a long way, too.
When it comes to your customers, they're the blood of your business. They keep it flowing and alive. If you're not treating them with a servant's mentality, what are you doing? Use a CRM software and document important information, like children's names and birthdates, anniversary's and important work dates. Then, when you call them up on a special day and surprise them with a simple 'congratulations' message, or send them flowers for their birthday - you're building a relationship that will last for years.
There was a time when one of our clients was celebrating a birthday. I knew this, because not only am I connected with them on LinkedIn but I also track information like that in my personal calendar. This person and I knew each other quite well, so I sent him a purple terrycloth bathrobe. Why? Because I could. This was two years ago, and that purple terrycloth bathrobe is still being talked about.
Your team is another group of people who deserve your servant mentality. In his book Waiter Rant, Steve Dublanica offers "40 Tips on How to Be a Good Customer." Tip number 40 is, "If you can't afford to leave a tip, you can't afford to eat in the restaurant. Stay home." When it comes to your team, I have similar advice -- if you can't afford to serve your people, you don't deserve to have them in your business. Get out.
It's not about annual bonuses or company-funded trips; it's about the little things, too. Like being to meetings on time, responding to emails quickly, and having their back when emergencies arise. Serving your team shows how you want to be served and shows them how to serve their customers, too.
Dave Pottruck, former CEO of Charles Schwab, knows just how important having a servant mentality is towards leading a team. In 2004, Schwab's board of directors blamed Pottruck for the drop in stock prices after the first dotcom bubble burst. After talking with his wife and leadership coach, Pottruck called his assistant of 15 years -- who happened to be in the car with her family on the way to vacation. She turned the car around, went to the office, and quit. It didn't matter that she was the breadwinner in the family, she knew Pottruck would take care of her and while he looked for something, she would take care of him. They stuck it out together, and she is still with Pottruck to this day. Having a dedicated servant mentality leads to loyalty, the kind that doesn't fade away.
In fostering and maintaining a servant mentality with your customers and team, you're in turn having the same mentality with your business. Serve your business well, and the team who takes care of your business, and your business will in return serve you well.
Our 2024 Coverage Needs You
It's Another Trump-Biden Showdown — And We Need Your Help
The Future Of Democracy Is At Stake
Our 2024 Coverage Needs You
Your Loyalty Means The World To Us
As Americans head to the polls in 2024, the very future of our country is at stake. At HuffPost, we believe that a free press is critical to creating well-informed voters. That's why our journalism is free for everyone, even though other newsrooms retreat behind expensive paywalls.
Our journalists will continue to cover the twists and turns during this historic presidential election. With your help, we'll bring you hard-hitting investigations, well-researched analysis and timely takes you can't find elsewhere. Reporting in this current political climate is a responsibility we do not take lightly, and we thank you for your support.
Contribute as little as $2 to keep our news free for all.
Can't afford to donate? Support HuffPost by creating a free account and log in while you read.
The 2024 election is heating up, and women's rights, health care, voting rights, and the very future of democracy are all at stake. Donald Trump will face Joe Biden in the most consequential vote of our time. And HuffPost will be there, covering every twist and turn. America's future hangs in the balance. Would you consider contributing to support our journalism and keep it free for all during this critical season?
HuffPost believes news should be accessible to everyone, regardless of their ability to pay for it. We rely on readers like you to help fund our work. Any contribution you can make — even as little as $2 — goes directly toward supporting the impactful journalism that we will continue to produce this year. Thank you for being part of our story.
Can't afford to donate? Support HuffPost by creating a free account and log in while you read.
It's official: Donald Trump will face Joe Biden this fall in the presidential election. As we face the most consequential presidential election of our time, HuffPost is committed to bringing you up-to-date, accurate news about the 2024 race. While other outlets have retreated behind paywalls, you can trust our news will stay free.
But we can't do it without your help. Reader funding is one of the key ways we support our newsroom. Would you consider making a donation to help fund our news during this critical time? Your contributions are vital to supporting a free press.
Contribute as little as $2 to keep our journalism free and accessible to all.
Can't afford to donate? Support HuffPost by creating a free account and log in while you read.
As Americans head to the polls in 2024, the very future of our country is at stake. At HuffPost, we believe that a free press is critical to creating well-informed voters. That's why our journalism is free for everyone, even though other newsrooms retreat behind expensive paywalls.
Our journalists will continue to cover the twists and turns during this historic presidential election. With your help, we'll bring you hard-hitting investigations, well-researched analysis and timely takes you can't find elsewhere. Reporting in this current political climate is a responsibility we do not take lightly, and we thank you for your support.
Contribute as little as $2 to keep our news free for all.
Can't afford to donate? Support HuffPost by creating a free account and log in while you read.
Dear HuffPost Reader
Thank you for your past contribution to HuffPost. We are sincerely grateful for readers like you who help us ensure that we can keep our journalism free for everyone.
The stakes are high this year, and our 2024 coverage could use continued support. Would you consider becoming a regular HuffPost contributor?
Dear HuffPost Reader
Thank you for your past contribution to HuffPost. We are sincerely grateful for readers like you who help us ensure that we can keep our journalism free for everyone.
The stakes are high this year, and our 2024 coverage could use continued support. If circumstances have changed since you last contributed, we hope you'll consider contributing to HuffPost once more.
Support HuffPostAlready contributed? Log in to hide these messages.