C Minus Leadership
A few years ago, I heard a Church Pastor preach a sermon on C-Minus Expectations. The gist of the message centered on our “dummed-down” service expectations post Covid due to staffing and supply shortages.
In looking back, I believe the message is incorrect. The staffing and supply shortage still exists. However, customers and client expectations are no longer patient. The root of the problem, in my view, is sub-standard leadership.
Let me share a couple of examples.
1. My wife and I are in a newly constructed development. After our move-in (during on-going construction) the builder was at wits-end trying to get the garbage company to remove the construction dumpsters. We and other neighbors had to deal with over-flowing construction trash entering our yards.
I have a few connections with people who know the owners of the trash company, so I asked them to investigate. I learned that the company was 600+ construction container pick up behind, allegedly due to staff shortages and replacement truck parts delay. I also learned that the department over this is headed by the daughter of one of the owners.
As a business owner, I would say, “rather than making excuses, figure out how to get the job done and do it! Make it happen! Perhaps the management position was staffed by name rather than ability. The builder ultimately found another company that did a much better job for the duration of the build.
2. My wife and I just visited family in another city and checked into a hotel we frequent. Now, I am a high-rated frequent traveler in this hotel brand. We arrived late and were given a handicapped room, without notice. When I complained, they simply said they were sold out with no other rooms available (the reservation was made weeks in advance).
The room itself was a disaster: mold in the bathroom, numerous maintenance issues, the worst view in the house of an unattractive and soiled rooftop, etc. Now, I know about the hotel business, having worked for Marriott for more than 20 years including tours in 5 different hotels.
The next day I asked to speak with the hotel General Manager. She shared with me they had staffing issues and admitted there was no excuse for a room to be rented in that condition. She arranged to have most of the issues fixed while we were out. My wife and I also observed routine staff behavior unworthy for guests to observe. C-minus leadership?
3. While in town, we had dinner in an upscale restaurant close by. The dining room was very large and packed full of diners. Even the side dining rooms were filled.
The food and service was superb! In speaking with some of the staff, we learned they were understaffed with even the executive chef position unfilled.
Somehow, they all pulled together and made the experience for the diners to work as smoothly as a clock. Now that’s leadership!
