How ‘not’ To Be a Leader

The Unseen Dynamics of Manager-Employee Interaction

The entrepreneurial journey is often marked by our quest for knowledge and experience. One can gain insights into business dynamics in the most unexpected places, even a barbershop. It was during a seemingly ordinary visit to my favorite barbershop in Voorhees Township, New Jersey when I stumbled upon a valuable lesson about manager-employee interaction.

The warm and welcoming atmosphere of the shop is always the first thing I notice. The rich scent of aged leather and earthy colognes washed over me like a comforting wave. A bunch of middle-aged tattooed men with immaculately groomed beards, seemingly very passionate about their craft, were stationed at each barber chair. 

The manager, who happened to be cutting my hair that day, greeted me with a genuine smile and made me feel like a valued customer as he recalled me from a previous haircut. His friendliness and attention to detail were impressive, and I could tell he took pride in providing an exceptional customer experience. This interaction was a testament to his skills as a stylist, leaving me feeling in good hands.

However, as my haircut proceeded, my attention was diverted to a less pleasant interaction unfolding just a few feet away. The manager had an employee working on another customer's hair—A young kid, probably four years old. I don’t know much about cutting hair, but I could only imagine the angst of cutting a small child's hair while the mom is hovering over. 

Despite the manager's warm and kind demeanor toward me, his approach to the employee cutting the child's hair was vastly different. He was constantly hovering, giving unsolicited instructions, and seemingly second-guessing every move made by the employee. As the mother and child were leaving, the manager stopped cutting my hair to interact with the pair and initiated his own banter. When he returned to cut my hair, he made a short quip to the employee, "You need to engage better with the customer, or they will never want to return."

The employee, who was cleaning his station at the time of this comment, halted in disbelief. He took a moment before responding, "Did I do something wrong?"

While rounding the back of my neck, the manager replied, "There were a few things you could have done better..." Then the manager listed all the what seemed to be trivial ‘problems’ the employee could have done better.

It became evident that the manager was indulging in micro-management – a management style that can be detrimental to employee morale and overall team productivity. As I observed the employee, it was clear that they were not happy. Their body language, facial expressions, and the visible tension in the room revealed their discomfort…Which, luckily did not reflect with my haircut—the same of which, I’ve been getting since I was 16 years-old. If it works, it works!

This stark contrast in the manager's behavior left me pondering an essential question: Can a manager be both incredibly warm and kind to customers while demonstrating less experience in managing his team? The answer, which was taught to me by Simon Sinek’s book, “Start With Why” and now validated with today’s experience, is a resounding yes.

This experience underscores the importance of understanding that being an excellent technician or specialist in your field does not necessarily equate to being an effective manager or leader. The manager was undoubtedly skilled in his craft, ensuring customer satisfaction, but he struggled in his role as a leader.

In the realm of startups and small businesses, this distinction is often more apparent. Entrepreneurs who excel in their core competencies often find themselves in management positions by necessity. However, leading a team requires a different skill set, one that involves empowering and trusting your employees rather than micromanaging their every move.

As we navigate the journey of starting and growing a business, it's vital to recognize the need for continuous learning and self-awareness. Effective manager-employee interactions play a pivotal role in nurturing a positive work environment and, ultimately, in the success of your business. Understanding that different facets of your business may require different leadership styles can help you create a balanced and harmonious workplace.

In the end, The manager's warmth and kindness toward me, the customer, was certainly appreciated, but it was his interactions with his employee that left a lasting impression. It serves as a reminder that in the realm of entrepreneurship, we must continuously evolve as leaders, creating an environment where both employees and customers feel valued and satisfied. It's a delicate balancing act that, when mastered, can propel your business to new heights.