The Leader Who Had No Title: A Modern Fable on Real Success in Business and in (21 page)

“Interesting, And the
A
in HUMAN?” I asked curiously.

“Amuse,” came Jackson’s warm reply. “Most of us think work needs to be so serious. We’re afraid that if we laugh and have some fun and get a bit playful at the right time, we’ll be perceived as wasting time and being unproductive. But here’s the truth, my friend: having fun while you do great work will help you boost your productivity. Fun makes you more engaged in whatever you are doing. Fun makes you want to collaborate more. And when people are having fun, the energy of the entire organization shifts into higher and higher levels. When people are enjoying themselves at work, their stress levels are lower, they are far more willing to do the unexpected to overdeliver for all customers, and they are excited to work a whole lot harder. Please remember the value of being amused and engaged when you walk into that bookstore every day. And the need to amuse and engage all those teammates around you, since you are now a Leader Without a Title.”

Jackson looked at his watch. He then started speaking more quickly yet without any loss of focus on me and the lessons he was sharing. “The
N
in HUMAN will connect you with one of my favorite leadership ideas, Blake,” Jackson continued, as the afternoon sun started to descend behind the office towers and awe-inspiring monuments that make up New York City’s famous skyline. “Nurture. As I suggested a little earlier, before the demise of some of our best-known companies, business was all about me me me versus we we we. The old way of doing business was all about getting. It was all about giving away as little as possible for as much money as possible in as short a time as possible. The depth and breadth of your relationship with each of your customers and each of the people you work with didn’t matter that much. Customers were expendable. Lose one because you are not true to your word or by not delivering on what you said you would—no
worries. Just get another customer. And if a teammate is unhappy with you because you did not appreciate them or because you were somehow unfair—no problem. Just go out and find another replacement of that human capital.

But you know that business is not at all what it used to be. With the unprecedented interconnectedness that technology has introduced into our lives, even one angry customer is one too many. All it takes is one customer with a mission to demolish your reputation to destroy your brand. On the flip side, even one customer who stands in the pure delight over the way you wowed her can spread the good word of your great business to her following of thousands. And when it comes to teammates, the new world of work is such that talent matters. You just can’t treat human beings like capital because they just aren’t. Lose one great person, and it just might cost you lot more that you could ever imagine.

“So all I’m saying is, nurture. Be awesomely nice. Being nice isn’t being weak. Please don’t confuse kindness with weakness. Leaders Without a Title brilliantly balance being compassionate with being courageous. Being friendly with being firm. Being sincere with being strong. Yes, they definitely put people and relationships first. But no one’s saying they don’t demand the highest performance, the largest commitment, and the most spectacular results. They manage to be tender
and
tough at the same time. That’s a rare balance point to get right. But with dedication and practice, you’ll get there. And if being nice is such an obvious business strategy, then why are so few people practicing it? It takes a masterful understanding of human relations to see the best in people who have yet to see the best in themselves. View people accurately as they are but always treat them with such respect and kindness that they quickly step into all that you’ve dreamed they could be. Make the time each day amid the chaos of your everyday tasks to grow your relationships, offer those around you a smile, a positive word, or a caring gesture.
Such acts are not sign of a meek person. No, they’re the acts of a bold leader. So be nurturing. Be spectacularly caring. Become outstandingly nice.
Leave every single person who intersects your path better, happier, and more engaged than you found them
. Then just watch what that’ll do for your career.”

“And your life,” noted Tommy, as he studied one of the sculptures on the terrace.

“Okay, that’s all I really have to say, Blake.
Take care of people and the money will take care of itself. Help people get to their goals, and people will help you get every single one of yours
. Make the people you do business with supersuccessful, and they’ll be sure to make you supersuccessful. The Law of Reciprocity is such a profound law of leadership and human nature.”

“I’ll remember it, Jackson,” I said appreciatively.

“Fantastic. Just remember that this law simply speaks to the fact that people naturally feel an intense obligation and desire to reply to the kindness and support that someone else has given them. We have this innate human tendency to want to be good to people who have been good to us. So the creation of value for others and being exceptionally nice to them sets up this desire within them to return the favor. Now of course you want to do all of this from a place of good intention. You want to be good to people because it’s the right thing to do as opposed to doing it to manipulate them into feeling obliged to give you what you want. To help and give with no real expectation of anything in return is a real gift. Anything less is no gift at all. And when you give from this generous mind-set, like I’m saying, dazzlingly positive results come your way.”

“I completely hear you,” I replied, wishing I had more time with this world-class business thinker now wearing the overalls of a simple gardener.

Jackson reached into his pocket and pulled out another small bag of seeds.

“Here, Blake, these are seeds from some rare sunflowers. A small reminder for you to grow people. Believe in them. Care for them. Nurture them. Water them. Give the best you have to give them. And then watch what harvest sprouts up. I do know how corny that sounds. But the metaphor does speak to a natural leadership truth:
people are really the most important element to a winning business
.”

“And relationships are one of the most essential pieces to a great life,” Tommy added in a heartfelt tone.

Jackson walked over. “Give me some love, my friend,” he said as he gave me a final hug. “It’s been fun meeting you. I can tell you’re a decent man. That’s so important in this age where being
real
is more essential than ever before. And I have no doubt you’ll be a marvelous Leader Without a Title who’ll positively influence the lives of so many people. Hey, make sure you use those seeds. The flowers that’ll grow from them will definitely blow your mind.”

If everyone was satisfied with themselves, there would be no heroes
.

—
MARK TWAIN

I
T WAS EARLY EVENING BY THE TIME
Tommy and I reached the Meatpacking District, an area downtown on the West Side known for its hipster hangouts and trendy boutiques. Tommy was quiet. I could tell there was something on his mind.

“Blake, my friend,” he said as we walked into an upscale restaurant called VuDu. “You’re about to meet the last of the four teachers. Yet another remarkable human being who will share the fourth and final principle of the Lead Without a Title philosophy so that you can unleash your inner leader and operate at your absolute best. After that, our time together will be over.” Tommy didn’t say another word. He looked away from me. I heard him sigh.

“But I’m sure I’ll see you at work every day, Tommy. And just watch the way I’ll be showing up starting on Monday morning when I get back to the bookstore. Just watch! Already I feel so
fundamentally different. I’m so sure I’ll be the rock star of our location,” I exclaimed with an extremely high level of passion.

Tommy remained silent. He simply gazed down intently as we walked by the entrance to the restaurant and then down a flight of steps to the basement. Rather than looking run-down and seedy, the space was bright and welcoming with modern art drawings in black metal frames hung along the walls. As we made our way down a corridor, cool music played as beautiful people in black clothes gracefully made their way past us. Perhaps we were headed into a chill-out lounge or something. I wasn’t quite sure what Tommy was up to or where he was leading me until we walked up to a glass door that had the following words etched into the frosted green glass: “Amber Spa and Wellness Center.” Below it read: “Jet Brisley, Certified Massage Therapist.”

“Get ready to meet your final teacher, Blake the Great,” Tommy spoke gently. “He’s truly amazing. But first we’ll have to wait our turn. As you can see, he’s an extremely popular guy,” Tommy observed as he pointed to a waiting room packed with fashionably dressed people.

“This teacher’s a massage therapist?” I asked.

“Uh-huh. One of the finest there is. He’s given me a ton of massages in the time that I’ve known him, and I can’t really put into words how great I feel when he’s done with me. Jet’s got hands of pure magic. Ever had a massage before, Blake?”

“Nope. Never tried it.”

“Well, you’re in for a treat.”

“He’s going to give me a massage?”

“Only if you’re lucky,” Tommy replied. “Only if you’re really lucky. Jet’s without a doubt the most famous massage therapist in all of New York City. All the boys from Wall Street come down here to de-stress and renew. Movie stars and supermodels often wait their turns in this waiting room. I’ve heard that even a few of the members of the British royal family have made the pilgrimage
over to Jet to get them back to their very best. He’s pure genius at what he does. And one of my best friends in the entire world.”

“Then why do we have to wait in line?” I questioned sincerely.

“Because above all else,” Tommy replied, “the man is fair. He’s a person of deep integrity, like each of the other special teachers you’ve met today. He lives for doing what’s right, not in a cold and boring way, but in a way that balances being wildly ethical with being absolutely wonderful. Hey, that sounds sort of poetic, doesn’t it, Blake?” Tommy noted with a wink, slapping my back joyfully.

After about thirty minutes, we found ourselves in front of Jet Brisley, New York’s superstar massage therapist. Jet glanced at us. On seeing Tommy, he broke into a broad grin. “Hi, Tommy. I was wondering when you were going to stop by. Great to see you. I’m really happy you’re here.”

The two friends gave each other a warm hug and then playfully pretended to box. Must have been one of the rituals of their friendship. I just stood there watching the two of them energetically sparring like a couple of schoolboys. It was amusing. This was a truly an unforgettable day.

“I’ll bet this is Blake from the bookstore,” Jet said, turning to me and reaching for my hand with both of his—the kind of handshake favored by the finest politicians.

“Superb to meet you,” he offered with genuine warmth.

“My pleasure, Jet,” I replied. “Quite the fan club you have down here.”

“I’m so grateful for it, Blake. But I’ll admit I’ve earned it, too. I still work harder than most people you’ll ever meet.
Blood, sweat, and tears are necessary to reach dreams, hopes, and joys
. Helping people stay in peak health so they can Lead Without a Title runs in my family. I’m fourth generation in this profession. I see it as my art. And I get so much fulfillment from my profession because I know that people can’t be ridiculously great in their work
lives until they first feel ridiculously great within their inner lives. You can’t energize anyone around you if you have no energy yourself. And it’s not really possible to make others feel good about themselves until you’re feeling really, really good yourself. My goal is to get better at it every day so I can help more people get healthier and stronger. Anyway, enough about me. We need to focus on you. First, I hear you served in Iraq.”

“I did, Jet. It was quite a time. And my deployment has caused me a lot of pain as I’ve tried to transition back into civilian life. I got really discouraged and really stuck the past few years. But I’m excited to say that as a result of what I’ve learned today about Leading Without a Title, I see the whole experience incredibly differently. I now understand it will serve me so well. And that I can leverage my time at war into an opportunity to take things to a whole new level of leadership mastery in all that I do.”

“That’s exactly right, Blake. But I do want to offer you real thanks for what you did. And for all the sacrifices that I’m sure you made. You and your fellow soldiers have done so much for every American. Thank you.”

“You’re welcome, Jet,” I said gratefully. “It’s wonderful to be here.”

“So I’ll get right into what Tommy has brought you to my spa to learn. Sound okay?”

“Absolutely.”

“By now you’ve met the beautiful Anna and learned the first principle of the LWT philosophy.”