Value All Your Staff, Especially Don’t Forget the Lower-Level Ones

I talk about staff often because I truly value their importance to a business and to their individual careers.  At any time, it is an honor for me to acknowledge their efforts and contributions.  Today can be another reminder.   Value and respect all your staff, no matter their rank or responsibility.     Everyone has a purpose, and together as a unit, they deliver the appropriate service for the business to succeed.     They are all part of a chain that is the business, and the chain is only as strong as the weakest link.

I was reminded of this recently while at the supermarket when I noticed a staff member in the parking lot retrieving shopping carts.   Perhaps not highly regarded, it is an essential job in operating the supermarket to bring back carts to the store so that they are available for use by shoppers.   Although this job may not require a high level of education or skills, it is no less important than that of a cashier collecting money, a stock person replenishing a shelf, a butcher cutting meat, a cleaner mopping floors, or an engineer maintaining utilities. 

I stopped for a moment to observe the staff as he hastily gathered the carts and ferried them back to the store.  

He had a great smile and seemed to understand clearly the importance of his role in the overall operation of the supermarket.   He seemed happy to do the work and even proud of his contribution.   I was impressed with him and decided to stop to meet him.   He was surprised when I approached him, perhaps asking himself why someone would want to say hello to him.   Nonetheless, he responded politely with a smile and asked how he could be of help to me.   So as not to take up too much of his time, I quickly asked a few simple questions about the store to connect and engage with him.   He answered all my questions in detail, courteously, and was seemingly genuine about wanting to help.   I thanked him for his time and told him he was a good representative of the company.  He reminded me of all the staff that I have worked with during my career.

How refreshing it was for me to meet a staff who took pride in their work and the company they represented (remember the NASA story?).   Retrieving shopping carts from the parking lot is not a high-paying job, and some would consider it low-level and perhaps unimportant.  However, it is an essential job in the operation of the store.  If he did not do this, who would bring back the shopping carts for others to use? I respect him highly, especially as he did his job with a smile.    

All too often, lower-level staff are neglected and even forgotten.

I remember having a conversation at Ocean Park about the sweepers who were deployed to keep the grounds clean.   They are very visible because of their job, but often not regarded highly for their role.  I argued that because of their visibility being everywhere, they were often the most available to approach by a guest for information, direction, and guidance.  That makes them important. They were as much an ambassador for the park as any other staff.   In that case, like all other staff, they should be well regarded, well trained, well groomed, well dressed, and well respected.   Often, this is a low-level and low-paying job, but perhaps it should not be the case because they face guests every minute of the day.   That sweeper will come into contact with more guests every day than perhaps the Chief Executive Officer.   How then is he not important? Can he be neglected or forgotten?     

Please regard and value ALL your staff. 

Successful leaders pay attention to everyone regardless of their level of responsibility.   To a customer, every staff member represents the company regardless of their role.   A customer doesn’t care about titles or rank and only expects to be satisfied by the staff he approaches.   Successful leaders regard all staff as important.