JS Tip 596: Leaders and Customer Service (for Labor Day)

Monday is Labor Day, a day we celebrate those who do the work.

Today’s Tip is an example of a leader who celebrates and respects those who do the work. The scut work. The grunt work. The tough work. 

Our friend Brian* is the chief administrator at a Utah nursing home. He’s a professional. He has a master’s degree in hospital administration. 

Many of his team are CNAs: Certified Nursing Assistants. 

CNAs—among other duties—feed, bathe, and dress patients. They serve meals, make beds, and clean rooms. They empty bedpans. Empty bedpans.

When Brian assumed his leadership role, he went back to school at night and certified as a CNA, as a Certified Nursing Assistant.

Okay. 

Think about this: Why would Brian go back to school? He already has a master’s degree. 

Your reaction? Your regard for Brian? 

Your estimate on the CNAs’ reactions? Their regard for Brian? 

And what does the example have to do with Labor Day? And leadership?

We love this story. We love this stuff.

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* “Brian” isn’t his real name. He wouldn’t want us to use his real name. He’d be embarrassed with the recognition. That’s the kind of leader he is. Kinda typical.