The Unexpected Source of a Leadership Lesson

Roselle stayed completely focused on her work “while everyone ran in terror.”


Life can be rather chaotic at times. We attempt to focus on and complete too many tasks at once. We have several voicemails and emails that need to be answered, deadlines to meet, clients competing for our attention, and fires to put out. We are taught from a very young age that this is a vital talent in a society where employers view multitasking as a desirable attribute. We can sometimes focus on too many things at once, to the point that we don’t focus on anything at all.


The experience a consumer has at your dealership depends entirely on your emphasis. They are unable to multitask their way to an answer. You alone possess that. I am aware that on a busy weekend at a dealership, you could occasionally feel like you are being pulled in a lot of different directions. However, to a consumer, they are the center of the universe.


“Roselle maintained her composure as debris fell all around us and even struck us.”


The most prosperous businesspeople are aware that each client must be treated individually. Customers can sense when there is disorder, either through observation or intuition. No matter how busy you are, taking a moment to stop and give a client—any client—your full attention will not only help you be more effective in fixing their issue, but it will also instill in them a sense of gratitude and, if you’re lucky, loyalty.


We frequently had to halt, and we seized the chance to cheer each other on with a kind word, a joke, or a pat on the back.


Remember that you are part of a team. Working together is essential during these chaotic times. The final objective is to offer a customer-satisfactory solution. Perhaps someone else would be more effective at leading the client to a solution than you. You are frequently compelled to include someone else in these situations. A great team is aware of each other’s advantages and disadvantages. Each team member is aware of the ideal player for each circumstance and promptly engages them.


“We must decide to trust those leaders, who must also put forth the effort to earn our trust through prudent and timely decision-making,” the author writes.


There are instances when you, as a manager, are asked to fix issues. The one asking you to multitask is you. It is you who is losing focus because you are concentrating on too many things at once. Your team turns to you for direction during these chaotic times. The customer in front of you is the single most essential task you have, so you must be able to concentrate on them. You’ll accomplish a little bit of everything but a lot of nothing if you try to work the desk, complete transactions, answer the phone and assist customers. Be a leader who demonstrates to clients that they are the most essential task at hand and keep your word. You’ll not only have a satisfied customer as a result, but you’ll also set an example for your team’s future supervisors.


Keep going until the job is finished; sometimes being a hero is as simple as performing your job.


Be a hero to your team and consumers. Great leaders are like that. Each of us has a person in our life that we see as our mentor. Be that leader for your squad and help them navigate the confusion by remaining composed despite it all. Instill in them the notion that the client in front of you is the only one who cares. By acting on your own advice, you may reinforce it. They will become aware of it of it and accept it.


These teachings came from an unexpected place. You see, Roselle is a canine. She has a blind owner. He also happened to be on the 78th floor of the World Trade Center working when the planes hit the skyscraper. Around 17,400 people were reportedly inside the Twin Towers at the time of this terrible incident. In addition to helping her owner descend 1,463 flights of stairs to safety, Roselle was “giving doggie kisses to each and every firefighter who climbed past us up the stairs.”


“Roselle maintained her composure as debris fell all around us and even struck us.”


In the midst of all this confusion, Roselle concentrated on one thing. Despite the confusion and flying debris, she managed to locate the closest subway station and lead her owner inside.


The American Hero Dog of the Year award went to Roselle. Despite the fact that she is no longer physically present, her memories and lessons live on. Roselle wasn’t a dog, though. Roselle was a highly skilled guide dog with just one task to complete for just one client—her owner. Without training, she would not have been able to do this feat with the laser focus required to descend one of only three stairwells for 78 floors while navigating 17,000 other people.


“The path can be difficult at times, but if we cooperate, we can descend the stairs.”


Never overlook.

No leads were lost. reduced overhead.
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