What does it mean to be a good leader, as opposed to just a good manager?
Coach drivers are the ‘human front’ of your business. The impression they convey can make all the difference in repeat business.
How do you treat your drivers when you speak with them back at base? Do you treat them with respect, encourage them and work with them, or just expect them to get on with the work that you have employed them to do?
Being quite a sensitive soul, I respond to the way that I am treated, even though I would like to think it does not make a difference.
Two particular leaders inspired me during my career, and in both cases, there were specific issues that made me respect them more than I already did.
The first was my boss at Surrey County Council Passenger Transport Unit, Donald Allison, sadly no longer with us, during the deregulation year of 1986.
A mistake had been made and despite the possible consequences, he immediately told us not to worry; to get on with our jobs, that he would sort it out and take the blame if necessary.
Conversely when we did something well, he would always make sure that the individual was given the credit, even though it was his leadership and guidance that helped us achieve it.
The other is the current Chairman of Network Rail, Sir Peter Hendy CBE. During my time at Transport for London a member of my team died in very tragic circumstances just before the start of the 2012 Olympic Games in London.
Sir Peter, at the time was Commissioner of Transport for London. Despite it probably being one of the busiest moments of his career, when he heard about the tragedy he came to find us and with tears in his eyes offered us what support we needed to get us through.
Researching the differences between leaders and managers, a couple of points struck me. A manager tends to look for someone to blame for a problem (whatever that might be) while a leader will fix the cause of it.
Also, a manager will spend time with others while a leader will invest time.
Maybe my experiences at Surrey County Council and TfL bear little resemblance to how you run your business. Or do they?
What could you do differently to inspire those who work for you, who ensure that your business continues to grow and develop and have direct contact with your customers?
Is there anything you can do in the way that you treat your staff that will rub off on them and allow them to treat their (and your) customers likewise?
It is worth thinking about and doesn’t cost anything.
