The Soul of the Firm
How does the leadership of service Master Corporation manage the large service business and give its employees dignity, productivity and meaningful work? Here’s a story from page 46 of the book that provides clues to the answer to that question:
“Why is Shirley a housekeeper in a 250 bed community hospital still excited about her work after 15 years? Shirley has seen some changes. She’s moved from two west to three east and as she cleans more rooms today than she did five years ago. The chemicals, mop, and housekeeper’s cart have been improved. Nevertheless the bathrooms and toilets are still the same. The dirt’s not changed nor have the unexpected spills of the patients or the arrogance of some physicians. So what motivates Shirley? Does she have a mission in her work? Is she just cleaning floors or is she part of the team that help sick people get well? Is she ever recognized for what she does? Does she have the two best tools to accomplish her task? Does she know that she is needed and is providing an important contribution? When Shirley sees her tasks as extending to the patient in the bed and as an integral part of supporting the work of the doctors and nurses, she has a cause – a cause that involves the health and welfare of others.”
[ At Visible Applause®, the attention…the recognizing…the gratitude…the love…expressed by the organization’s leadership creates a culture of caring that must occur first. As leaders we own our company culture and that environment. As William Pollard says, “people want to work for a cause not just a living. ]