9/10 Commitment: The Hidden Saboteur of Organizational Excellence

Almost a decade ago, I found myself in the middle of a profound revelation about the nature of commitment, all because of an injured janitor and a factory CEO named Rajiv. It was a stark realization that even a seemingly high 9/10 commitment could still verge on mediocrity. This epiphany, brought about by Rajiv's story, shook me to the core, echoing persistently in my mind. So much so, that I wove this tale—slightly fictionalized—into my novel, The Eagle That Drank Hummingbird Nectar. Even now, Rajiv's journey continues to haunt me, serving as a constant reminder of the exceedingly thin line between mediocrity and excellence.

Rajiv was in a dilemma. Despite enforcing strict safety protocols and investing heavily in consultants, the factory suffered persistent fatal accidents. Puzzled, as he rated his commitment to safety a 9 out of 10, I posed him a question: Could that single missing point in his commitment be the underlying cause of these accidents? It was a challenging thought that initially led to resistance. I remember Rajiv’s face turning red.

“I can’t be ten out of ten committed,” he blurted. “That’s impossible! You don’t understand... workers do crazy things! Most of them aren’t educated! I can’t be on their backs every moment.”

I nodded.

“If somebody needs to get to the other end of the factory, they’ll jump on a forklift going by. They know they’re not supposed to, but they do it anyway. They should be able to take care of themselves. They’re adults! Not children! I can’t be standing behind every single person... to make sure they don’t do stupid things!”

“I... I agree.”

“So, what the hell are you talking about?”

“You’re right,” I said. “I’m sorry.”

“Ten out of ten,” he muttered, shaking his head, holding his arms crossed.

However, a few days after our coaching session, an unexpected incident occurred. Rajiv crossed paths with an injured janitor. Swiftly, he called for medical help, staying by the janitor’s side until it arrived. When the medical team advised that the janitor needed rest and no further medical attention, Rajiv surprised himself. He drove the janitor home and met his family, extending a level of empathy and care that was above and beyond his usual.

“His wife was surprised to see me. How often does a CEO drive a janitor home? Never. I stayed with them for a while. Had some tea. And I left when the man promised to take care of himself and recover fully before coming back to work.” Rajiv’s face broke into a big smile and he slapped my shoulder. “What would you call that?”

“Sounds like ten out of ten commitment,” I said.

“Damn right!” Rajiv boomed. “That was my hundred percent. Going just a little further than usual. I had a brainstorming session with my team about what it means to be a hundred percent committed. Then they had the same conversation with their teams. Culture is shifting. I can feel it. We haven’t had a single incident in two weeks. No changes in safety procedures, just a different way of being, starting with me.” He paused a moment, drumming his fingers on the table. “You know... when I was focused on changing the company... processes, skill sets, employee attitudes... I didn’t realise that I was essentially saying... to everyone... hey! You need to change. You! I don’t.” He turned to me. “I flipped that message on its head. What do I need to change in myself? That’s going to be my mantra now.”?

Working with Rajiv highlighted the vital role self-assessment plays in leadership. If, like Rajiv, you're a leader rating your commitment anything less than a perfect 10/10, it might be time for introspection. Even a point missing can cause a ripple effect through your entire organization, shaping whether your organization settles for mediocrity or strives for excellence.

I struggle with this exact same question everywhere in my life. Am I fully present and engaged when interacting with my family and loved ones, or am I merely offering them 90% (or less) of my presence? How often do I follow through on the commitments I make to myself, whether it's about maintaining a healthier lifestyle, adopting a new habit, or dropping an old one? When I’m coaching someone, can I be even more committed to them, truly fully present in that moment?

Rajiv's transformation is one of many stories in my book that reveal the power of self-awareness in leadership. Explore more narratives that unveil the hidden dynamics of leadership and commitment and their profound influence on organizational culture and performance.