“The problem you see is often three steps away from the real problem.”
Some of the most important leadership lessons happen on the front line. As a leader, I found that one habit had a bigger impact on my leadership than almost anything else I did. The most valuable learning happened while walking the business. And I did this every day.
There can be a misconception that walking the floor was a not-so-sneaky way of checking up on people. Over time, people realized it was a way for me to understand the operation through the eyes of the employees and customers who experienced it every day.
When you’re present, people tell you things they might never put into a report. They point out equipment that isn’t working, processes that create frustration, or small obstacles that slow them down. More often than not, they also know what needs to happen to fix the problem.
Walking the front line teaches you to look beyond what you see. There was a time I was repeatedly finding hair in a guest room sink. It would have been easy to tell the housekeeper to pay more attention and move on. Instead, we asked why it kept happening. We discovered she had lost her glasses and wasn’t wearing a hairnet. Two things that had clear solutions. Once we solved those issues, the problem disappeared.
That’s an important reminder for every leader. The issue you notice is often just the symptom. The real problem usually starts much earlier. Until you understand the cause, you’ll keep treating the same symptoms over and over again.
Being visible also builds trust. It doesn’t happen overnight, though. It is the result of how you interact with people and the outcomes of your visits. Employees want to know you’re interested in helping them succeed, not simply evaluating their work. When they trust you, they speak up sooner, share better ideas, and become partners in improving the business.
Leadership does not mean you are spending more time behind your desk. Don’t isolate yourself. Spend more time where your customers are served and where your employees need your support. That’s where you’ll have conversations that give you insights and opportunities to make your organization better every single day.
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Episode Chapters
[00:01:52] Why Every Leader Should Walk the Front Line
[00:03:19] What You Learn by Being Present Every Day
[00:08:25] Removing Obstacles for Your Team
[00:08:58] Looking Beyond the Symptoms to Find the Real Problem
[00:14:49] Leading Through Visibility and Consistency
