John Smith lost it! And, of all places, he lost it in the big-deal executive meeting. He went over the edge in his plea for some issue around a customer. No, he didn’t cry, although he did wipe his eyes before his cheeks got streaked. No, he didn’t pound the table, although he did demonstrate a gestures that would be the envy of any aspiring thespian.
But, what John did do in his “out of control” passion clearly crossed all normal bounds of rationality and routine boardroom decorum. And yet, he engaged the hearts and commitment of every single person in that meeting. People were truly moved. And, it did make a difference. Stuff happened.
The “John loses his cool” incident led me to reflect on the true meaning of leadership. I thought about how much being “in charge” contained artifacts of control, rationality and “keeping your cool.” I thought about how little these artifacts had anything to do with spirit, passion and joy in any other context of our lives… except for the corporate world.
People do not brag about their rational marriage, their reasonable hobby or their sensible vacation. There is rarely “in control” behavior when Junior is seen rounding third base. But, somehow all that unbridled spirit is an unwelcomed distraction after the time clock is passed. And, the closer one gets to mahogany row, the less tolerance there seems to be for “sounds of the heart.”
We live in an era that requires innovation for survival, not just for competitiveness. We cannot incrementally improve our way to greatness. Inventive products, creative processes and innovative service are the only tickets the customer will buy to come to our show. Innovation is itself a departure from patterns and a willingness to defer control. And, that means leaders who are courageous, committed and tenacious—not exactly characteristics associated with logic and order. We know John. And, John is not an irrational, illogical person. Yet, somehow that day in the meeting, we trusted his passion more than his reason.
We have missed the boat on what it means to be leader. The truth is that rationality already oozes from the seams of every business encounter. Leaders do not have to bring order, sanity, rationality or logic. Leaders who open doors call up in each of us a visit with the raggedy edge of brilliance and the out-of-the-way corner of genius.
When we feel inspired, incensed, or ennobled, we have visited that magical realm of passion. And, we typically return from that realm renewed, revitalized…and slightly frightened. Philosopher Hegel wrote, “Nothing great in the world has been accomplished without passion.”
Chip R. Bell is a customer loyalty consultant and the author of several bestselling books. His newest book is The 9½ Principles of Innovative Service. The book can be purchased at www.simpletruths.com; Chip can be reached at www.chipbell.com.
