The Forgotten Leaders

When you go shopping or dine out, the employees who interact with you are under the guidance and influence of a figure too frequently under appreciated within their organization. They go by various titles: shift managers, supervisors, directors, coordinators, or assistant managers—yet I refer to them as the unsung leader, forgotten and overlooked.

While certain organizations emphasize offering extra support, mentorship, leadership development, fair compensation, and bonuses for their executive teams, this same level of intentionality often fails to extend to their mid-level leadership.

Shift managers, directors, and assistant directors serve as prime examples of this disparity.

When employees step into their workplace to begin their shift, they turn to their shift manager for check-in. The shift manager provides crucial updates, clarifies shift goals or focus, assigns positions and roles, and initiates operations. These employees will embody the guidance, leadership, attitude, and tone set by the shift manager, instantly becoming ambassadors of their organizations to dozens or even hundreds of customers. As the shift progresses, the flow of customers necessitates employee adjustments, customer complaints are directed to the shift leader, and all tasks assigned by the executive team must be executed by the shift leader before the shift concludes.

The demeanor, interpersonal skills, and organizational ability of the shift manager shape the experience that customers encounter through your employees.

Handling the customer flow demands business acumen and instincts, coupled with attention to detail and understanding of cause and effect. Addressing customer complaints requires the shift manager's grasp of conflict resolution, body language, tone psychology, and emotional intelligence. Completing assigned tasks before the shift ends demands excellent prioritization and time management skills. Guiding employees necessitates vision, effective communication, and influential leadership. Each of these high-level skills is indispensable for a shift manager to successfully embody your business's qualities and create an exceptional customer experience. Still, many organizations fail to prioritize offering additional support, mentorship, leadership development, fair compensation, and bonuses for their shift managers. Regrettably, the leadership level that exerts the greatest impact on employees, operational performance, and customer experience is often forgotten and overlooked.

For an organization to maximize its performance, cultivate a positive workplace culture, enhance customer satisfaction, and boost profitability, there must be a heightened focus on supporting and developing mid-level leadership. This isn't about merely increasing financial investment; rather, it's about fostering a greater degree of intentionality and comprehensive support that yields tangible returns in workforce development, cultural enhancement, metrics improvement, and profitability. Here's a brief list to consider, and I hope it ignites your enthusiasm for supporting your mid-level leaders.

• Personal Support: Mid-level leaders are consistently immersed in employee and customer interactions, often for eight to ten hours per day. This continuous demand to 'perform' or 'be on' can lead to mental, physical, and emotional exhaustion. I advocate for implementing methods to offer mid-level leaders the necessary mental, physical, and emotional support. Consider options such as providing access to an employee assistance program, offering gym memberships, and ensuring adequate paid time off or vacation days. Conduct thorough research and intentionally prioritize personal support initiatives to sustain your mid-level leaders' well-being.
• Work-Life Balance: Mid-level leaders flourish when they achieve a balanced life encompassing work, sleep, recreation, social activities, and personal beliefs. While business leaders cannot mandate these aspects of life, they can nurture the potential for balance. This can be accomplished by setting reasonable expectations for work hours, typically within the range of 40-45 hours per week. Additionally, consider releasing schedules at least two weeks in advance and providing mid-level leaders with a consistent weekly schedule. Because mid-level leaders invest so much of themselves during work hours, it is meaningful for the organization not to encroach on their energy, mental space, time, and focus outside of work. When combined, these actions foster a workplace environment that allows room for work, rest, enjoyment, social engagement, and personal beliefs to coexist harmoniously.
• Leadership Development: The array of skills required to excel as a shift manager or mid-level leader is extensive. Business acumen, interpersonal aptitude, organizational finesse, effective communication, and leadership proficiency are all indispensable. However, merely acquiring these skills is insufficient, as a dynamic business landscape demands continual skill refinement. Mid-level leaders must not only possess these skills but also consistently sharpen them to remain effective in their roles and contribute to business growth. I recommend establishing an in-house leadership development plan or collaborating with a leadership development coach. (At the risk of self-promotion, I've launched Elevated Leadership Group precisely for this purpose, and I'm eager to assist in developing your leaders.)
• Compensation and Bonuses: The leadership tier that wields the most significant influence on employees, operational efficiency, customer satisfaction, and business profitability typically earns an average of $17 per hour or $33,147 annually (as per Talent.com). This figure seems inadequate considering the pivotal role these leaders play. While pay and labor conditions may vary across businesses, I firmly believe that compensation should align with the value of the position, which in turn should determine the compensation. Judging by the average compensation, it appears that many businesses undervalue their shift managers and mid-level leaders. Regrettably, these businesses demand considerable responsibilities from their mid-level leaders while simultaneously subjecting them to financial strain. I recommend compensating your shift managers commensurate with their worth and impact on your business. Moreover, incentivizing them with performance-based bonuses can recognize outstanding achievements and further motivate them to excel.

After gaining experience in various organizations and observing the lack of intentional focus on shift managers and mid-level leaders,

I am committed to shedding light on this blind spot prevalent in many businesses and among executive leaders.

I aspire for this post to raise awareness, provoke critical thinking, and spur action. My hope extends to you, the executive, as well as your shift managers and mid-level leaders. The rewards of addressing this issue are bound to be mutually beneficial.

I conclude this post by addressing shift managers and mid-level leaders directly. If you find yourself in the rare situation where you are genuinely valued by your executive leaders and supported with personal assistance, work-life balance, leadership development, and fair compensation, I encourage you to seize every opportunity that comes your way. Take full advantage of these privileges to enhance your skills, contribute to business growth, and dedicate yourself wholeheartedly to your employer's success.

If you find yourself in the typical business environment, I have words of encouragement for you as well. Recognize your value in your skills, accomplishments, and the positive impact you have on people's lives. Invest in yourself by seeking knowledge through asking questions, reading, listening to podcasts, and even considering partnering with a leadership coach. (I've launched Elevated Leadership Group specifically for individuals like you, and I'm enthusiastic about contributing to your development. ElevatedLeadershipGroup.com/leadership-development) As you grow and build confidence, explore leadership opportunities elsewhere. Seek out business leaders who will appreciate and value your contributions.

(Blog written by Peter Lopez III and posted at ElevatedLeadershipGroup.com/blog)