Where are the “Israels” in your organization?

Where are the “Israels” in your organization?

“Don’t panic. Don’t panic,” crooned Israel, patting Nigel’s back in symphony with his words and tone.

We had arrived at Base Camp, our final camp before our Kilimanjaro summit, a few hours prior. I was concerned for Nigel. He was not looking himself at all. Indeed, he wasn’t looking good. I recalled the plea Janine, his daughter, had e-mailed to me to “take care of my daddy” – a request that didn’t need to be made, as I certainly would take care of this dearly beloved friend of over 40 years.

I had just stepped out of my tent perched on the cliff, high above the clouds.

“Maggie. I am not doing it,” Nigel stated as he stood beside me, gaze locked on the mountain. We spoke, we hugged, and I tried to reassure that whatever he decided was OK with me. And then we stood in silence, into which sidled Israel (left on photo), our Chief Experience Officer (CEO).

“Tell me how you are feeling, not what decision you have made,” responded Israel to Nigel’s statement, with a sense of calm and peace.

I felt Nigel’s tension easing, as he slowed and continued the conversation with Israel, who continued to rub his back.

At the end of the first day of the trek I had written in my journal: “Then there’s Israel, the CEO. A strong yet genteel man who has “leader” all over his aura. When he speaks, you listen.” Six days later, preparing to summit, my first impressions of Israel had proven absolutely correct. Over and over Israel demonstrated sterling leadership that inspired the trust of his “passengers” and his team of 22 “G-fighters” – assistant CEOs, a chef, a butler and a posse of porters.

When we think of “leadership” we probably think of CEOs and others in the C-suite. But Israel demonstrated the best leadership I have ever seen right there in Tanzania, up on Mount Kilimanjaro. And here are 3 reasons why:

1. Israel’s Lesson #1 was: Be present, observe and take action! Nothing missed him. He saw when Nigel needed help. He realised that I needed to be supported down the mountain. He knew what motivated each of us. He adjusted to each one’s pace and needs.
2. Each morning, we broke camp and headed to a new camp at a higher altitude. At our breakfast briefing, Israel would remind us of our schedule for the day – something he had done the evening before. He also made it very clear what we would be experiencing as we climbed to higher altitudes, and what to worry about or not. As things emerged, just as he said, our trust in him grew. So lesson #2: be clear on what will happen! Repeat often to make sure everyone has heard and understood.
3. As the passengers headed out, led by Joseph or G-man, the assistant CEOs, Israel would quietly say, “Mr. Pole-Pole (Joseph) or G-man will lead you. I will catch up.” We would be trekking for 20 or so minutes and then porters would begin passing us heavily loaded, but trotting as if carrying feathers. At some point we would realize that Israel had joined us, at the back, always at the back. And then we would arrive a few hours later at the new camp where our tents had been erected, water was available for washing, and hot tea, coffee and snacks were waiting. And I came to realize that this did not happen by chance. Lesson #3: Lead from the back! No doubt Israel remained after we had left to make sure that the transition from one camp to the next went smoothly. And it did. Every time.

So I wonder: where are the Israels in your organization? Where are the leaders who day in and day out deliver the most amazing customer experiences? Where are the leaders who act as if “your wish is my command” – before you even know you have the wish? Where are the leaders who are so present that they can observe a moment of need by a customer, as Israel did with Nigel? If you think you have no Israels, then take some time to determine why. And if you do have Israels, then make sure you understand why – because Israels don’t happen by chance.

And take very good care of them.

PS: Nigel did summit Mt. Kilimanjaro – with ease, grace and joy.

TAKE ONE ACTION

Find an Israel in your organization. Find out what makes him/her an exceptional leader. Now, how can you develop this in other leaders?

INTERESTING LINKS

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Do you know how important flexible work schedules are to women and millenials? Read about what 3 companies are doing and then see if you can apply any to your workplace – joy at work requires flexibility!
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I LOVE Tim Ferriss! His “Four Hour Workweek” changed how I viewed work. In this podcast, Tim reads an excerpt from Seneca the Younger, who lived over 2,000 years ago – but whose words are perhaps even more applicable today.
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