Short interview/transcript of Robin Sharma meeting two coffee-shop servers, Stacy and Tonka, who exemplify 'leading without a title.' They describe loving their work, going the extra mile for guests, and offering simple advice (e.g., 'smiles are free') as the basis of everyday leadership and customer service.
Chapters
Sam?
Well, you know, my message is all around leading without a title. I believe the old model of leadership is broken now. It's an excuse to actually say tit. You need a title to show some real leadership. And what I'm really sharing is Leadership 2.0, that no matter what you do in an organization, you can show leadership without a title, because a position on a business card does not define your attitude or your excellence or your creativity. And so I just finished a presentation for about 500 executives. But this morning, I was in a coffee shop, and I met two people who you're about to meet who really are superb models of leadership without a title. And so I want to introduce you to them. We have Stacy and we have Tonka. How are you both doing?
Good.
Great to have your permission to use this video to share the Lead without a title message. Absolutely fantastic. So you both wowed me from your attitude and your excellence and your passion for your work. Do you have fun at what you do? First of all.
Why do you love what you do so much?
How can we not? We meet people like you every day.
That is outstanding. Let me ask you a question. Do you have to have a title to be excellent or to show leadership or make a difference?
None whatsoever.
Absolutely not.
So tell me a bit more about your philosophy for leading without a title here at this coffee shop.
Well, any guest that leaves here with a smile, we've done our job, and it doesn't take a title to do that.
And every guest that comes back, that all we need.
And, you know, I noticed you both went the extra mile. You delivered more than was expected. What's that all about?
Every once in a while, somebody really catches our attention, and we go above and beyond the usual that we do to everybody else.
And why do you think there are so many people, when they go to work, they actually play victim, and they don't make a difference, and they don't go the extra mile or show leadership.
I think it's because a lot of people don't like what they're doing, and the excuse for them is just to go in and make a paycheck. And that's it. That's not what it's all about. You have to be happy about what you're doing.
Love it.
To us, every day that we work is a new adventure. I've been here for 11 years, and.
I've been here for 26.
Wow. And every day is a new day to us.
What final advice? I mean, this is incredible. What final advice do you have to my viewers on the whole idea about showing leadership without a title. You know, your boss wasn't watching. The general manager wasn't here. Just some advice. I mean, you're both two brilliant commentators here.
Well, I really don't know what the advice should be or what advice can I give to anybody. Do what you love to do. And if you can't, and if you don't. What? What's the matter? You know why?
Why? I love it.
I don't know what to say.
I love it.
And my philosophy is smiles are always free. They don't cost a thing.
Can you repeat that again, please?
Smiles are free.
One more time because it's so powerful.
Smiles are free.
You both are awesome. Thank you for leading without a title. Thank you.
