You can find examples of leadership anywhere if you look. I found one in (almost) my backyard!
We live on a barrier island within walking distance of a lovely waterfront restaurant. Over the five years we have lived here, we have watched the complete devastation of the restaurant after Hurricane Matthew, the commitment to come back bigger and better, how they used the lessons they learned with Matthew to cope with Hurricane Irma, and now, COVID-19.
As an onlooker and customer, I have been impressed with their resilience, their communication to their customers and their resolve to come back strong every time.
They have emerged as one of the top waterfront restaurants in north Florida. Each time they come back they add little more pizzazz….a wine selection that rivals anything I’ve seen, seating where 90% (my personal estimate) of the diners can easily see the sun set over the Intracoastal Waterway, and a new welcome dock for diners arriving by boat.
They closed on March 17 because of COVID-19 and let their Facebook followers know in a heartfelt message about the difficulty of the decision. Three days later they opened for take-out. Someone on Facebook asked if they’d deliver to boats – the next day, their website announced boat delivery. Since March 20 they’ve upped their game yet again, offering family-style meals and daily specials. They prepared us a lovely dinner last night. However, I’m not intending to write about food, but rather about leadership.
When we opened our take-out bag, there was a hand-written letter folded inside the bag. It read:
While their history and this letter showcase myriad excellent leadership principles, I’d like to focus on two – authenticity and vulnerability. In my experience, these are so powerful yet often leaders are hesitant to invoke that power.
In my experience, leaders often stumble when delivering bad news. It’s difficult and uncomfortable and we’re taught as children, “If you can’t say anything good, don’t say anything.” The problem with avoiding addressing bad news is that others can’t help but see the bad situation in front of them. Without leaders addressing it, others are left to wonder if the leader even sees it. That damages trust. If a leader can’t (or won’t) see it, she cannot be helpful at a time when help is needed.
The de Raads’ letter was authentic. They shared their challenges, goals and their commitment to their employees. To me that says they saw what was coming with the pandemic, set their priorities, and established a goal. And they shared this with their customers so that their customers could recognize how valuable it was to simply purchase a take-out meal.
Being authentic doesn’t mean saying the sky is falling. It is more about letting others know you see it and you are doing something. That builds trust.
Showing vulnerability is difficult for some. Those in leadership positions want to be competent, and vulnerability may appear to conflict with competence. It doesn’t. Allowing oneself to show vulnerability means starting down a path of learning and growth. In a past article, I told the story of a leader who thought being vulnerable meant allowing himself to cry in front of his team. Instead, it made the team terribly uncomfortable and they lost confidence in his ability to be strong.
As a customer, I love seeing that my input to the restaurant is valued, but it takes vulnerability to ask for it. The de Raads put themselves out there sharing how they were in a learning curve on a whole new business model. I suspect it’s energizing for the employees to know that they’re a valued part of developing this new business model.
Vulnerability is not weakness it is strength. It says that I know where my strengths are, what my weaknesses may be and that I am wise enough to know that there are blind spots I need help seeing.
Vulnerability means that I acknowledge I may not know, but I want to learn. Being vulnerable enables others to “know” and teach; to add value.
Don’t underestimate others
The lack of authenticity and vulnerability in leaders may mean they want to “know” and be right or it may mean they don’t have confidence in others. Underestimating others, whether customers or employees, doesn’t make a leader look strong. A leader who thinks he can sugar coat a message is doing a real disservice to others and to herself. She is underestimating those listening and making herself look ignorant.
In times of crisis, we need leadership strength. We need leaders who can and will deliver the blunt facts while plotting the course for learning how to be better.
I love leadership lessons from everyday life. Now, if you’ll excuse me, it’s dinnertime at Caps on the Water! Thank you, Vivian and Bernard, for letting me share your letter and your story!
Carol- Well done. I agree whole-heartedly with your take on leadership and these restauranteurs show a beautiful example of strength through honest, open communication that builds a foundation for trust. I echo Len- thank you for the uplifting story in these challenging times.
Thank you, Catherine. I continue to be impressed with them as the navigate re-opening.
As I have already written in this group, I think that the leader of the time of the coronavirus is, first of all, a resilient leader, who takes care of his collaborators, also involved in their personal and family matters. Provides exhaustive and transparent communications, which authentically manifest gratitude towards every action, every idea, every feedback, even if negative. That creates a climate in which one trusts each other, recognizing the specialist skills of each one, welcoming feedback as an opportunity for improvement, measures what happens, in a meticulous way and redirects sharing decisions based on facts.
But he is also a leader who maintains a high sense of humor: making fun of himself, accepting mistakes, joking about pressure, exorcising the fear of contagion, means creating teams in which people, although physically tired and in some cases seriously worried, they manage to give their best with a great sense of responsibility.
This is what needs to be done due to the need for reaction, speed, sense of urgency and responsibility.
I believe that this could apply to any leader, entrepreneur or politician.
I think what you described is the right way to do it, Aldo. Thanks for the comment.
Oh my gosh, Carol, this is a brilliant example of what I would call brave leadership. Really wonderful. Thank you! (Now I’m hungry..)
Thanks Kimberly – if you’re ever in North Florida this is “the place”
Great article, Carole.
Being vulnerable means you have a weakness but it does not mean you are weak.
This is a tough time for so many businesses right now.
Thank you for the inspiration you provided.
Take care, stay safe, and stay well.
Thanks Joel. Stay safe and healthy
Carol – Great article with an uplifting message during this time when we need it most. Thank you for sharing this wonderful story. Semper Fi!
Thanks, Len. Semper Fi and stay safe