Byron's Babbles

I am a huge believer in the cultivating of a collaborative and supportive work environment. The best leaders are the ones who give their teams autonomy and create a sense of ownership among their staff, instilling a greater sense of responsibility and empowering individuals to take ownership of their roles within the organization. Interestingly, this act of delegation is extremely hard for some leaders. It is tough for some to let go. When decision-making authority is given to those closest to where the data is created, it can lead to improved communication, as team members have the opportunity to have greater input and more direct interaction with each other when problem-solving. In “Empowerment Needs No Menus!” I said, “To empower someone, you have to help them feel proud of the good things they do. This is truly the essence of empowerment.” One of the best examples of this are great servers at restaurants. I first experienced this when going out to eat with my dear friend and leadership idol, David Marquet. He said, “Byron are you up for letting our server pick everything from our drinks to dessert?” I was all in and it was a wonderful experience. I now use this as a leadership exercise and it is interesting to see how everyone handles it.

This week I was in Washington D.C. for the National Association of State Boards of Education’s (NASBE) Legislative Conference and one of the highlights is always getting a group together for dinner. No surprise, I was left with the planning of where we would be going. I picked TruLuck’s Ocean’s Finest Seafood & Crab. Here’s the deal: on their website they tell you to “Escape the ordinary!” The great experience there allowed us to do just that. On their Twitter site they tell us, “Captivating ambiance and genuine Southern Hospitality – We believe small touches inspire lasting memories. Delight in dining again.” I’ve got to tell you, the small touches that our server Lulu brought to our group from Maine, Arkansas, New Jersey, Georgia, Indiana, Texas, Kansas, and present and past NASBE staff did inspire memories that will last us the rest of our lives. Needless to say, Lulu was fantastic.

Now, back to empowerment. It was clear that Lulu knew what she was doing. She knows the menu and every item on the menu; she knows how read every individual in a group; and she understands the right questions to ask to best meet the needs of her customers and create those small touches that inspire. This was so evident that one in our group, Renée Rybak Lang, NASBE’s Communication Director, empowered Lulu by saying, “Surprise me” when it was her turn to order- leaving her entire meal in Lulu’s hands. I loved it! Lulu was excited by this declaration of empowerment, asked Renée a couple of questions, like “How hungry are you?” and away she excitedly went. Remember, empowered team members feel that they are contributing to the growth and success of the organization. Lulu is a critical part of TruLuck’s success. And since I know you are wondering; yes, Renée loved her steak and lobster. Renée allowed Lulu to utilize her own creativity, knowledge of her menu, and the relationship she had built with the customer to choose a better meal for her than she might of chosen for herself. I’m sure Renée made Lulu feel proud of the great things she does. Additionally, TruLuck’s was able to deliver on their promise of escaping the ordinary, because of Lulu. What are you doing to foster a culture of empowerment and create a sense of ownership among team members?