3. “
The servant-leader is servant first… It begins
with the natural feeling that one wants to serve,
to serve first. Then conscious choice brings one
to aspire to lead. That person is sharply
different from one who is leader first, perhaps
because of the need to assuage an unusual
power drive or to acquire material possessions.
-Robert K. Greenleaf
4. SERVANT LEADERS DIFFER FROM ORDINARY LEADERS
SERVANT LEADERS UNIQUELY:
◦ turn the power pyramid
upside-down by sharing power
◦ put needs of others first
◦ help people to develop and
perform as highly as possible
5. “
The best test, and most difficult to administer,
is: Do those served grow as persons? Do they,
while being served, become healthier, wiser,
freer, more autonomous, more likely themselves
to become servants?
And, what is the effect on the least privileged in
society? Will they benefit or at least not be
further deprived?
-
Robert K. Greenleaf
6. TRAITS OF SERVANT LEADERS
Listening
Empathy
Healing
Awareness
Stewardship
Foresight
Persuasion
Conceptualization
Commitment to
the Growth of
Others
Building
Community
8. SERVANT LEADERSHIP IN THE WORKPLACE
PRIORITIES
◦ developing
people
◦ building a
trusting team
◦ achieving
results.
PRINCIPLES
◦ serve first
◦ persuasion
◦ empowerment
PRACTICES
◦ listening
◦ delegating
◦ connecting
followers to
mission
9. excellent treatment of employees → excellent treatment
of customers → customer loyalty
BENEFITS OF SERVANT LEADERSHIP FOR BUSINESSES
high employee identification with enterprise →
reduced turnover
strong corporate culture
higher return on investment of employees
12. BIOGRAPHY Gary C. Kelly is the chief executive
officer and chairman of Southwest
Airlines.
He first joined the company in 1986 as
Controller. In 1989, Kelly was promoted
to Chief Financial Officer and Vice
President of Finance. In 2001, he was
promoted to Executive Vice President.
Kelly spent 3 years in this role until he
was promoted to his current position as
CEO and vice chairman in 2004
replacing James Parker who
succeeded Herb Kelleher in 2001.
Gary Kelly was voted multiple times for
one of the “Best CEOs in America.”
13. 1. When speaking to a Customer, give them your undivided attention.
2. When you’re in a bad mood, make sure it doesn’t show at work.
3. Smile every time you interact with a Customer both in person and
on the phone.
4. Sincerely apologize when you’ve made a mistake.
5. Avoid technical jargon and use words familiar to the Customer.
6. Maintain eye contact and avoid doing things when talking with your
Customers.
7. If you can’t help a Customer, try to find someone who can.
8. Put myself in the Customer’s place and see things from their
perspective.
9. Work hard to exceed Customer expectations.
10.When it’s really busy and you’re feeling overwhelmed, tell yourself
that if it weren’t for the Customers, I wouldn’t have a job.
CUSTOMER FIRST PRINCIPLES
14. “
Southwest Airlines' number one priority is to
ensure the personal Safety of each Southwest
Customer and Employee. Beyond this, we
follow "The Golden Rule," meaning that we treat
each other the way we want to be treated,
which is why doing the right thing by our
Employees and Customers is so inherent to
who we are as a Company. We believe in Living
the Southwest Way, which is to have a Warrior
Spirit, a Servant's Heart, and a Fun-LUVing
Attitude. Within each of these categories are
specific behaviors to help us be a Safe,
profitable, and a Fun place to work.
16. BIOGRAPHY
Cathy was an American businessman,
investor, author, and philanthropist. He
founded the fast food restaurant chain
Chick-fil-A.
Cathy had a Leadership Scholarship
program for Chick-fil-A restaurant
employees, which has awarded more
than $23 million in $1,000 scholarships
in the past 35 years.
In 1984, Cathy established the
WinShape Foundation, named for its
mission to shape winners.
In addition, Cathy fostered children for
more than 30 years. He received the
William E. Simon Prize for Philanthropic
Leadership in 2008.
17. Cathy decided not to open his restaurants on Sundays—even
though it’s estimated to cost the company billions of dollars—
because he believed his employees deserved a day of rest.
He refused to take the company public because he wanted to
keep a focus on the company’s charitable work, mainly
sponsoring foster homes and homes for abused and neglected
children.
He also launched the WinShape scholarship program at Berry
College, mostly given to young employees of his restaurant
chain.
Chick-fil-A employees greet customers with: “How may I serve
you” and “It will be my pleasure.”
CONCEPT: PEOPLE FIRST
19. BIOGRAPHY
Blank is an American businessman and
a co-founder of The Home Depot.
Today he is known for his philanthropy,
his ownership of the Atlanta Falcons in
the National Football League, and
Atlanta United in Major League Soccer.
Blank is a signatory of The Giving
Pledge committing himself to give away
at least 50% of his wealth to charitable
causes.
In 2014, he was inducted as a Georgia
Trustee, an honor given by the Georgia
Historical Society in conjunction with
the Governor of Georgia to individuals
whose accomplishments and
community service reflect the ideals of
the founding body of Trustees.
21. “
The people at the stores are the most important
– after customers – because they interface with
the customer, and since Berne and I really
couldn’t begin to tell you how to wire a house,
we are the least important when it comes to
satisfying a customer,
The sign at the front entrance of our main
offices in Atlanta says “Store Support Center.”
Not “World Headquarters.” It is not a corporate
ivory tower. It is truly the store support center.
We want everybody in this building to know that
we are here to support stores.
23. BIOGRAPHY
Schultz is an American businessman.
He is executive chairman of Starbucks
and a former owner of the Seattle
SuperSonics. He was a member of the
Board of Directors at Square, Inc. In
1998, Schultz co-founded Maveron, an
investment group, with Dan Levitan.
Howard and Sheri Schultz co-founded
the Schultz Family Foundation, which
currently supports two national
initiatives.
Onward Youth is aimed at promoting
employment for young people between
the ages of 16 and 24 who are not in
school and not working.
Onward Veterans aims to support post-
9/11 military to successfully transition to
civilian life.
24. Education: tuition remission
Health benefits for part-time workers
Open feedback from Baristas to management
team
Career growth partnership between manager
and employee
STARBUCKS’ EMPLOYEE-FIRST CONCEPT
25. “
Coffee is what we sell as a product, but it’s not the
business we’re in. We’re in the people business….
I’m passionate about human connection. Passion is
everything. A leader can’t inspire without it.
When you're surrounded by people who share a
passionate commitment around a common purpose,
anything is possible.
-Howard Schultz
26. “
[In seeking a servant leadership culture]: There were
many small things that eventually led to big changes. At
the first meeting I had with store and district managers, I
put some questions out there: What do you like about
Starbucks? What do you want to keep doing? What do
you want to change? Nobody said a word, and I realized
there was sort of a culture of fear about speaking your
mind. I had to make it clear that nobody would get in
trouble for speaking up.
I soon started something called Open Forums where we’d
invite baristas to ask whatever questions they wanted and
talk about whatever concerned them. Even if they asked
how much money I made or what my benefits were, I’d
answer it if I knew it. Those forums helped opened up the
organization.
-Howard Behar, former President
28. BIOGRAPHY
Dina Dwyer-Owens is the co-
chairwoman of Dwyer Group Board of
Directors.
America also knows her for
participating in CBS’s Emmy-winning hit
reality show “Undercover Boss.”
In 2005, Dina launched the Live
R.I.C.H. campaign to promote Dwyer
Group Code of Values and the themes
of Respect, Integrity, Customer focus.
She also released her book, Live
R.I.C.H.: How to Build Success in Your
Company & Your Life With a Proven
Code of Values and Values, Inc.
29. “
I have always looked at my role as being a head
cheerleader, promoting a corporate culture that
is founded upon the themes of Respect,
Integrity, Customer service and (my favorite
one) Having fun in the process. Those themes
in the operationalized Code of Values at Dwyer
Group have been a theme song that I like to
sing daily. That’s my single, most important
job: cultivate our culture. It doesn’t mean we
are a perfect company that doesn’t make
mistakes. We just work very hard to do our very
best each and every day.
-Dina Dwyer-Owens
33. “
The servant-leader is servant first… It begins
with the natural feeling that one wants to serve,
to serve first. Then conscious choice brings one
to aspire to lead. That person is sharply
different from one who is leader first, perhaps
because of the need to assuage an unusual
power drive or to acquire material possessions.
-Robert K. Greenleaf
