The Ripple Effect Of Leadership: Why There Are No Neutral Moments

Under the current cloud of economic uncertainty, not to mention increasing pressures and demands to deliver better results with less, it’s easy for leaders to overlook the ripple effects they create that shape and inform their organization’s culture.

And those ripples are not only created at moments of importance and grand gestures, but more often during those everyday moments that most of us overlook in terms of their significance to others.

The Power of Creating WOW Moments

One leader who understood this well was the late Tony Hsieh, CEO of Zappos. Most people know how Tony pushed this idea of “The Offer”, where after one week of training new employees would be offered $1,000 if they quit right then and there.

But Tony also understood the power of connecting with others by delighting or “WOW-ing” people in ways that would create a positive ripple effect. As Tony shared in his book, “Delivering Happiness”, he asked his employees “What are things you can improve upon in your work or attitude to WOW more people?” and “Have you WOWed at least one person today?”

And I can personally tell you Tony walked that talk as early in my journey towards becoming a leadership expert, Tony’s team sent me an advance copy of his book to write about on my very-much new leadership blog, along with the offer to send a free copy to one of my readers.

And after the book’s launch, I got a surprise in the mail – a Zappos-branded box with a hardcover copy of Tony’s book. I was touched by the kind gesture so I sent Tony’s publicist a quick note of thanks.

And would you believe in the middle of his running around doing interviews about his book in New York, Tony sent me an email himself thanking me and expressing appreciation for my support for his book. Talk about a WOW moment.

The Research Behind the Ripple Effect of Leadership

To be clear, research has conclusively shown that leaders play a key role in shaping and informing the workplace culture. In fact, Gallup research has shown that “managers account for 70% of the variance in employee engagement” scores.

Three Realities Leaders Must Recognize Today

First, how you show up matters. From how you handle challenging situations, to how you acknowledge employee contributions, to even those non-verbal cues you may not be aware of send powerful signals that shape and inform your organization’s culture.

Second, you have to make sure there is always alignment between your stated leaders values and your actions and words. You can’t waver and claim ‘extenuating circumstances’ to diverge from these, not unless you want to erode trust in your leadership, and allowing toxic elements to enter into your culture.

And third, understand your organizational culture is a living, evolving construct. It’s not defined by placards on the wall or through grand pronouncements. Instead, it manifests itself in the daily actions and words of your employees, which are shaped and guided by the example you set for through your leadership.

There Are No Neutral Moments in Leadership

One thing that should be clear is that in leadership, you have no neutral moments with those you lead and serve. Every moment, every encounter you have will either strengthen or weaken the culture you hope to create in your organization.

So it’s up to you to decide what kind of ripples you wish to create in your wake.