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May 09, 2011


Gayle Ely

I believe it is Gandhi who said "Be the change you wish to see in the world."

When it finally dawned on me that if I want my staff to be about high quality customer service, I needed to be a model for them. I needed to "be the service I want to see from them."

When I made the mental shift to think of the staff as my internal customers, I began to model the type of service that I wanted the organization to provide for our external customers. This includes being attentive to and providing the staff with information and resources that enpower them to do their job efffectively.

When the staff sees leaders acting in a manner consistent with what is being asked of them, it can make a world of difference.

Wally Bock

What a wonderful post, Scott! Symphony conductors work in a very different environment than most managers and understanding the differences helps us adapt the lessons we can learn from people like James Levine. Conductors do most of their work in rehearsal where they spend far more time than in performance. Lesson for managers: preparation can be the key to public success. And conductors are working with musicians who all have the same score and understand it. There is no debate about what the cello part is, it's in the score. Lesson for managers: never underestimate the power of a common, well-understood plan.

Scott Eblin

Hi Gayle and Wally -

Can always count on the two of you for thoughtful comments. Thank you! Great story about your own servant leadership journey Gayle. Wally, love your point about preparation and the lack of debate around what the cello part is.

You guys are the best.

Cheers -


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