True Leaders Empower Others
I recently read a story on Inc. about Pal’s Sudden Service, a hotdog and burger drive-thru chain based in Kingsport, TN. There are 26 restaurants led by CEO Thomas Crosby. Every day, Mr. Crosby and every other company executive spends 10% of their time training employees on developing a new skill or aptitude. Pal’s Sudden Service was recognized with the Malcolm Baldrige National Quality Award, placing it in the ranks of Ritz-Carlton, Cadillac, and Federal Express.
During every shift, a computer produces a list of 3-4 employees who need to be re-certified on a specific skill. Employees who have scored 100% on 4 skills tests can keep their certifications and are eligible to become coaches within the restaurants helping their colleagues stay on standard. Crosby says, “We are looking to get people to this mastery level.” They value empowering others to master the essential skills critical for daily operation.
This is a great example of true leaders empowering others! No only are the store managers participating in critical employee training, but the CEO of all 26 restaurants is as well! Leaders become great, not because of their power, but because of their ability to empower others.
– Dr. April
This post is part of a series on Leadership presented by Dr. Carmen April. She is a young entrepreneur and community leader recognized as a 2013 Nashville Business Journal Top 40 Under Forty Award Recipient and is currently a 2014 New Leaders Council Fellow – Nashville Chapter. Dr. April is available for speaking engagements on Entrepreneurship for college students and young professionals.