Boss. In organizations, a lot of people know precisely who that is. And that can be a positive or a negative, as I will try to explain.
My dad owned a small trucking company in South Jersey for nearly 50 years and he was the boss, for sure. He made all the decisions, ran the office, did the collection, gave his customers bottles of hooch every Christmas and ran the company as a one-man band. He had a half-dozen trucks and he did well enough to buy a summer house that gave our family a place to be at the beach, boats and cars and all that. From that perspective, my dad was a good boss.
On the other hand, there is an aspect of BOSS that is not so good. You would sometimes see it in how he might interact with a driver. Orin was always stopping in on prospects to generate new business and my dad generally never wanted to talk with him, telling me to tell Orin he was not around, for example. Or if there was a problem, the conversation tended to be one-sided. My dad did not generally appreciate the thoughts and ideas of the guys who worked with him.
“I’m the boss, here” generally infers complete control and a bit more yelling and telling than asking and listening. Boss translates to Ruler, the Decider, someone who has all the bucks and they stop right there. I see the word “autocratic” in the management haze, the imperial-ness of the boss as a person.
- I see The Boss theme happening in an organization where 60% of the employees feels that no one listens to their ideas or respects them for their work or personal accomplishments.
- I see The Boss theme in organizations where 10% or less of the employees see themselves as actively engaged but the vast majority rating themselves as un-involved or even “Actively Dis-Engaged” and choosing not to be involved and engaged, with the correlated high levels of absenteeism and turnover. And even some sabotage (see this post of mine).
- And, I see The Boss as someone who simply knows that they have the right ideas and approach and that they could not possibly benefit from any training on listening skills or engagement or innovation facilitation.
In those cases, BOSS spelled backwards probably is a pretty good explanation of their overall attitude and approach to employee involvement and engagement.
John was one such animal. He was The Boss, president of a company that asked me to help improve their customer service. We did some initial work and then had one of their first ever Manager’s Meetings, an all hands deal at a golf resort where we had scheduled some work sessions around some golf. You might have guessed that John was a Big Time Golfer, which is why a golf course was selected for a business meeting, and why meetings were actually scheduled around his tee times.
And, in that meeting, John actually said, while sitting there going through his mail (I was so shocked that I wrote it down!) as we were talking about employee ideas for improving the organization,
“That’s like asking the vegetables
how to design a refrigerator.”
John obviously saw himself as, The Boss.
And my one-liner back is,
“Boss spelled backwards is self-explanatory.”
John was not there the following year, since his charter by the board of directors to improve operations and customer retention was not going that well regardless of what we tried to do at the lower levels.
A Customer Service Fundamental:
It’s hard to care for customers
if you don’t feel the boss cares for you.
Perceptions are important, and if workers don’t feel right about the company, it is hard to get them to do those things that exceed customer expectations. It is hard to get them to feel motivated to perform at moderate to high levels. Sure, the top performers perform, but they always do that for intrinsic reasons until they burn out and leave. Note that average employees are often involved in Presenteeism. the situation where they show up and accomplish the minimally accepted level of work and performance competence.
So, you might simply reflect on the simple themes in, “Hey Boss!” Asking for and listening to ideas from your people does not involve a lot of training or skills, just the positive intention to treat them effectively.
It can look something like this:
Any questions? Just ask me, because I am The Boss!
For the FUN of It!
Dr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant.
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Also published on Medium.