In this segment of the "Under the Covers" series, the hosts discuss how a manager can be both kind and authoritative. They focus on Kelsey Ayers, who runs operations and is praised by team members like Amy and Jenna. The conversation frames kindness as a form of service—supporting others in the way one would like to be supported—creating reciprocity, respect, and genuine loyalty rather than manipulation. The speakers emphasize listening, mutual support, and fostering a culture where authority is exercised through empathy and serving the team, which leads to strong appreciation and dedication from employees.
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So you're watching Under the Covers, and that means behind the books. There's more detail, but it's not just about me, it's about my colleague too, Kelsey Ayers.
Hello, friend.
Kelsey's running the operation here, and so I have a question for you today.
Okay.
Do we want to do Under the Covers first? Yeah, out of the covers. So here we go, out of the covers. We're like brothers. It's so weird. So I have a question just about this concept of kindness. Like, you are a very kind soul, and yet you run this business with authority. How can you be kind to people but also dictate respect and control?
Well, I think of it as serving, if that makes sense. So I want to support people the way they could support me or the way I'd like to be supported. So I feel like I foster a feeling of reciprocity. And so I think it just comes down to respect and listening and hearing and making sure I'm serving the best that I can. And I feel like that comes back. It's a, it's a You know, maybe a sense of loyalty, but hopefully not like a manipulated loyalty, just a genuine want to serve each other.
That's true. You know, it's funny, so, you know, I talk with our colleagues here. We're a small organization, but I talk with Amy. I'm like, what do you love most about your job? She's like, my boss, Kelsey. And seriously, and that's what— I have a singular boss, Kelsey. Well, but you are her boss. And same thing with Jenna. There's this they have such an appreciation and adoration for you, they would go, they would go the distance for you. So now you know how to do it yourself. All right, back under the covers.
