More than great service - Servant Leadership!

I often say that “service is dead in America.” An example of bad service is Buster in line at a McDonald’s at 10:30 one morning. He asks for breakfast and is told it’s too late. He requests a burger and is advised it’s too early. He’s in the twilight zone.

I’ve been to Commander’s Palace so I’ve seen real great service practiced and staged. My best service experience however was real but not staged and not practiced - it was natural, lived and loved. This discovery occurred at the Country Inn and Suites in Pineville, LA. It was 5:45 on a rainy morning I went to the “free breakfast” room to fend for myself. Opening time was 6:00 so I planned to wait and ultimately “do it myself” - I was in for a surprise - a pleasant surprise.

As I looked around I was shocked to see the “do it yourself” buffet neatly displayed well before opening time and startled to see an attendant on duty. “Good morning” was his greeting. His smile was his calling card. I awakened. For the next hour I read my paper and watched Mr. Alfred greet and treat each guest to breakfast, a most positive start to their day and into his heart and soul.

An hour later, Sheila confirmed that her experience had been similar. She had been mesmerized by this humble man that gave more than he got, asked what he could do for you without considering what you would do for him. He anticipated needs, engaged in dialogue, and delivered as promised. He was great.

Mr. Alfred was a trip “back to the future.” Back to a more civil place and slower pace where we took a moment to embrace each other with love, time, and attention. He is the future in that he is a personification of more than great service and compassion - he is a Servant Leader. He is hope for tomorrow. He is a role model.

Robert Geenleaf recognized as the father of Servant Leadership states “It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead... The difference manifests itself in the care taken by the servant-first to make sure that other people’s highest priority needs are being served. The best test, and difficult to administer, is: do those served grow as persons, do they grow while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?” (Wikipedia)

Mr. Alfred did not have a great physical presence but his spirit filled the room. I’m assuming he was not “blessed” with advanced education but he was wiser than many Ph.D.s that I know. He was not charismatic but he is unforgettable. He was not articulate but his language of love and respect for his fellow man / woman could not be misunderstood and spoke volumes to our shared humanity.

My original close for this article discussed the 3 Stooges of leadership that I believe personify what’s wrong with some folks with the title, leader but not the heart of the servant - this was deleted because Mr. Alfred taught me better - Thanks you, Sir!

Copyright - Michael G. Manes (April 2009)
All rights reserved