Don’t Create a Crisis

This past Father’s Day, I was enjoying a breakfast out with my family. Our server that day had just delivered our warm meals, and inevitably with a group of six people there were one or two things that still needed to be brought to the table. Maybe it was an order of toast, or something like that. No big deal.

The server quickly moves toward the kitchen to grab the missing items, and not more than ten seconds passes and we have a manager who descends upon us and immediately jumps to the conclusion that there is a problem. We had to convince him that his employee had everything well in hand, and that there was no issue he needed to address.

As I reflected on that situation, it occurred to me that there’s a lesson here. As managers and leaders, we hire people to take care of our customers, solve problems and so on. Each time we intervene, we are sending a message to our employee that we think they are incapable of handling it her/himself. In my example, I wondered how the server felt with her boss intervening on her behalf when there was no reason. Bottom line, it destroys trust. Better to give your people every chance in the world to solve their challenges and be there in the background to offer coaching and encouragement. Even if there is a tough situation, leaders can use these opportunities to build trust.