Business isn't all numbers and systems. I attended an event that brings up questions about the human / relationship side of business.

These people cried. why?

My wife Sharon is a general manager for a restaurant chain, and Saturday night I attended a farewell party with about 40 people for her boss, Albert. When he came to Colorado five years ago, there were five stores; today there are 29. Not only had he rapidly built out the region, but also he had the lowest manager turnover in the country. As she and her peers stood, one at a time, to share what Albert meant to them, I heard the word “love” used more times in one night, than I had heard in my entire business career. Twice I was brought to tears myself, and I barely know the man. This was an amazing moment. As I listened to the stories, cracking voices, and words of deep appreciation, I wondered, what am I learning tonight?

I couldn’t help being impressed with the eloquence of the store managers, despite speaking in English, their second or third language. What a great reminder that effective spoken communication has little to do with grammar, and everything to do with sincerity. In business, it’s rare to hear people speak from the heart. That’s a shame.

I listened for themes in people’s stories. Here is what I learned about Albert:

• He saw something special in each individual
• He not only taught them the business, but helped them to become better people
• Even though managers were always being pushed to improve, he left them feeling positive about themselves and the future
• He put the company first, them second, and himself third
• He truly listens
• He is real, authentic

What wasn’t said, but what I observed, is that Albert uses humor to release pressure, and he built a community. In the restaurant business, it takes persistence and caring to bring managers together from different stores from all over the state to socialize and have fun together. He created a community where the bonds go much deeper than the business. These people are friends.

Two presentations were put together for the evening. One was a collection of digital photos from various company trips (national management meetings and high-achiever awards) and store openings, set to music. The other was digital video shot the day before at Albert’s stores. Managers made signs and pantomimed their feelings of sadness and well wishes, mixed with humor. This too was set to music.

Finally, Albert spoke.

You might imagine that he spoke eloquently. That’s what I expected, but it’s not what I saw or heard. This was a man stunned, with surprise and puzzlement.

He was surprised by the degree of love in the room. Sure, he knew they had grown together, shared challenges and accomplishments, but he didn’t know, like James Stewart’s character in “It’s a Wonderful Life” didn’t know, how many lives he had touched.

He was puzzled by his own accomplishments. Albert was just being Albert. He genuinely cares about the company and the people and he puts them first. He hires managers -even if they are a little difficult at times- who are special, people with talents beyond “the job”. Albert genuinely likes people, and he created community because he wanted closeness and he wanted people to have fun. That’s it. He had no advice, no words of wisdom, nor secrets to share. Albert, through Albert’s eyes, simply cares deeply about the company and the people, and he did his best to support and grow both.

Afterward, people drank, danced, and sang karaoke, until night passed far into the morning. What a fabulous group of talented people and an incredible event of love, tears, and community I experienced.

The lesson for me:

Caring deeply and being authentic has a powerful long-term impact on business results and on people’s lives.

Keywords: change leadership, authentic leadership, followership, engaging leadership