Servant Leadership as a Chief of Staff
Have you heard the terms "inverted pyramid" or "servant leadership?" They go hand in hand. Imagine a pyramid standing on its tip instead of its base. This visual is called an "inverted pyramid," and it's a way to show that the most important people are at the top, like customers and employees, while leaders are at the bottom supporting them. This idea is part of "servant leadership," where leaders serve the people they lead. I first learned about these concepts during my five years at Nordstrom, and they have been important to me throughout my career.
Inverted Pyramid
Those you serve are at the top of the inverted pyramid, and YOU are at the bottom. Customers, employees, or students are examples of who could be at the top of your pyramid. It's a way to remember that you are the foundation supporting your business's most important pillars: the people you support.
Servant Leadership
Servant leadership describes leading those you support with a serving mindset: you serve those you lead. The best leaders serve their employees, NOT the other way around. Approachability, availability, consistency, and respect are key pillars of servant leadership.
As a Chief of Staff, embracing servant leadership means prioritizing the team's and customers' needs, ensuring their voices are heard and valued. Chiefs of Staff act as a bridge between the CEO, the senior leadership team, and the overall organization, with their ears to the group, facilitating communication and advocating for the needs and concerns of stakeholders. By doing so, a Chief of Staff can help create a more inclusive and supportive work environment in which everyone feels empowered to contribute their best work.
A Chief of Staff practicing servant leadership also focuses on the team's professional growth and development. Career development may include identifying opportunities for learning, providing constructive feedback, and recognizing individual and collective achievements. By fostering a culture of continuous improvement and support, a Chief of Staff enhances team performance and strengthens the overall organizational culture.
I've led teams for 20 years. When I was introduced to these concepts almost a decade ago and saw them in action, I became a much better leader. And leadership itself became MUCH easier.
In my years at both T-Mobile and Nordstrom, I was impressed with senior leadership's commitment to servant leadership and the inverted pyramid. Nordstrom leadership used the terms explicitly and often. Even though T-Mobile didn't utilize the exact terminology the way Nordstrom did, T-Mobile's senior leaders embodied these concepts and modeled them for their employees beautifully.
Embracing the servant leadership mentality transforms the leaders and the entire organization. It fosters a culture of trust, respect, and excellence. Working with leaders who prioritize their teams and customers creates an environment where everyone can thrive. Working with leaders who put you and the customer at the heart of everything they do is a privilege.
Are you a servant leader or striving to be one? Does your organization live and breathe these values? Reflecting on these questions can be the first step toward cultivating a leadership style that can transform your leadership journey and company culture.
Did you know Nova offers coaching services to support Chiefs of Staff? Learn more about Nova’s coaching programs.