One Question That Builds Team Loyalty

Recently, I attended a workshop on Servant Leadership hosted by Paul Scanlon.  Besides being the best orator I’ve witnessed, Paul’s content was phenomenal. He took shots at nearly every profession represented in the room: bankers, politicians, educators and clergy members.  However, he walked the fine line of honesty and candor without making it personal. 

Paul was on the topic of building committed teams when he dropped the nugget of the night.  He asked, “how do you build loyalty within your team?” I was on the edge of my seat waiting for a long answer.  He responded with, “Ask someone, ‘How’s your momma doing’?” 

His statement sent me back nearly a decade ago when I was on a job interview.  Somehow the topic of my parents came up and I mentioned my father was deceased.  The interviewer sat back and with a welcoming smile said, “Tell me about your dad.”

Despite the job having many problems and clearly not a fit for me, I almost took the position.  Why? Because I felt a tremendous connection with the person interviewing. Her willingness to break the pattern of a typical interview, take a risk, and connect was powerful.

Our world is moving fast.  Automation, science and data have changed the landscape of nearly every business.  While information is being exchanged at warp speed it’s important to remember that humans need connection. 

I believe the organizations that can maintain the human touch will be ones that thrive in the years to come.  Sure, advancement in technology is important, but nothing can motivate, inspire, and create loyalty like a warm smile, a friendly pat on the back, or an inquisitive question. 

Paul challenged the audience, “lift your chin and realize there is a human on the other side.”  I challenge you to do the same this week. Let’s put the devices down and sit across from someone we care about and ask with genuine curiosity, “How’s your momma doing?”