CRA Inc

12 May 06 @ 4:34 pm

The Waiter Rule

As I waited in line this afternoon to pick up my dry cleaning, I was reminded of a leadership lesson we often share with clients: What matters most is how you treat those who matter least. You see, I was standing there at the dry cleaners observing the well dressed man in front of me complain about his service. He was clearly a very important person (or so he thought) who could not control his temper. He was berating the poor gentleman who had accidentally starched his shirts. I thought to myself …. frustrating, but hardly a major crisis. Would he treat his boss this way? And what does it say about his leadership character? A lot.

In a recent USA Today article, CEOs talk about how you treat a waiter can predict a lot about your character. It’s true. We constantly remind leaders that they are always on stage. And the lens to your character is how you treat people whom you don’t know or people you don’t have to treat well. So, next time you go to lunch with colleagues, notice how they treat the waiter or how they grab a cab—it will tell you a lot about them as leaders.

posted in category(s): Coaching Points