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The Doctor Is In: The Magic in Caring
I was at the Kendall Inn in Boerne, Texas having a drink with a business associate. A certain gentleman, we’ll call him John, is a stable fixture at the bar. He’s a local rancher who lost his wife to cancer a few years ago and the bar is his social outlet. He told us that one day he was not at the bar by his designated time of 3:30. He became very emotional when telling us that hotel employees called his home and cell phone to make certain that he was okay. With tears in his eyes, he ended the conversation saying, “These people really care about me,” and promptly left to smoke his cigarette. The magic of caring.
During Oprah Winfrey’s last show, she spoke about people she had interviewed throughout her career who had taught her the importance of the answers to the following four questions:
1. Do you see me?
2. Do you hear me?
3. Do you understand what I am saying?
4. Does what I say matter to you?
Lawson Magruder, a retired 3 Star General, tells the story about the “little green book.” At the beginning of his career, the Platoon Sergeant asked him if he was coachable. He then handed Lawson a “little green book” and instructed him to get to know his men. The Sergeant coached him to interview each member of his platoon and to fill his “little green book” with information about his people. Lawson did that during his tours in Vietnam, Somalia and other assignments. Can you imagine the number of little green notebooks he filled during his thirty-two years in the military? The magic of caring.
Now contrast what you’ve read thus far with another true story. I observed an employee talking to his supervisor about the need to be with his father who was having heart surgery later that day. After the employee left, I asked the supervisor why he never used the employee’s name. He said, “Because I don’t know it.” My question to him was, “How long has the employee worked for you?” He responded, “About six months.” I was shocked and dismayed that this supervisor did not take the time to even to know his workers’ names. His last question was, “Do you expect me to know the names of the 100 employees under my supervision?” As the comedian Jeff Foxworthy so proudly states, “Sometimes people have STUPID written on their forehead.” The employee turnover rate for that work unit approached 200%. I wonder why?
The connection between damage prevention and caring for your employees should be obvious. Most managers think that money, employee benefits and job security are the factors that motivate their employees. Numerous studies have shown them to be wrong. Employees of all ages want to be valued. They want to know that their manager cares about them as an individual instead of just another member of the team. It is hard to understand why managers continue to think they need to throw money at employees to motivate them when they need to be “caring” for their employees, which costs nothing but time. Perhaps they don’t know any better or they’re just too lazy to do what needs done. Again borrowing Jeff Foxworthy’s terminology, would you agree that the most stupid thing any of us can do is to continue doing something that we know is not right?
Let’s look at working safely. I could list numerous studies completed in a variety of industries, including my own in the construction industry, which show employees work more safely when they feel that their manager cares about them as an individual.
Showing people you care is easy. Consider the fact that your most valuable asset is right before your very eyes. Take the time to get to know your people. Interview your people and use the “little green book.” Learn about your people, their goals, family and hobbies. Show that you care about their job performance. Empower them with challenging and meaningful work. Provide daily recognition for a job well done and coaching when their performance calls for improvement. Author Terry Paulson offered an intriguing option in his book Optimistic Advantage. He discussed the CEO who met weekly with each direct report to have them answer the question – “What did you do right this week?”
Readers, I am asking you to recognize the magic when you consistently show people that you care! Cut the above paragraph from this article and post it where you will see it every day to serve as a reminder. Remember the words of Theodore Roosevelt, “People don’t care how much you know, until they know how much you care.”
