Scenario:
A customer escalates an issue—a technical report wasn’t submitted on time (as per an internal, not statutory, timeline).
Leader A walks in and starts a Root Cause Analysis (RCA):
Who’s responsible? The client? The service provider? What went wrong, and when?
He’s employee-centric and focused on finding accountability. But instead of moving things forward, the focus stays stuck on why it happened.
Outcome: Nothing moves.
Leader B arrives next—he’s result-oriented.
No time for RCA. He creates a spreadsheet with a recovery plan alongside his team.
His customer-first approach means he accepts client perception as reality, ignoring facts and resource constraints.
Aggressive timelines are set—at the cost of the team’s physical and mental well-being.
Outcome: Still no progress.
Then comes Leader C—calm, smiling, connected.
He talks to everyone—from ground staff to the client—and starts with RCA.
He builds a realistic plan, earns the customer’s trust, and motivates the team with incentives.
He doesn’t micromanage—he handholds.
He ensures the right people are in the right roles and even steps in with on-the-job training.
Outcome: Things start moving. The report gets delivered to the client’s satisfaction.
The Takeaway:
This isn’t about judging Leader A, B, or C.
Leadership is truly tested in difficult moments.
Are you attacking the situation—or the person?
Do your actions reflect your organization’s values and culture?
Happy employees build happy customers, strong products, and a thriving culture.
Building a happy team takes time—but it’s always worth it.
So, what’s YOUR leadership style?
Share your thoughts in the comments!
#Leadership #Teamwork #CustomerSuccess #EmployeeEngagement #OrganizationalCulture #RootCauseAnalysis #PeopleFirst #ResultsDriven
