The intentional leader

Sometimes people do things on autopilot without thinking and without asking. Here is a funny story.

In a famous department store, the manager gave final instructions to the new sales clerk before sending him onto the floor for the first time. The manager told the clerk, “The most important thing to remember is that we NEVER tell a customer we don’t have it. Times are tough, and we can’t afford to lose customer loyalty to another store. Always say, ‘We have it.’ If we have to, we’ll buy from our competitor and have it delivered. Of course, don’t tell the customer that part.”

With that, he sent the clerk out onto the floor.

A few hours later, the manager checks on the young sales clerk. As he approaches the department where the new clerk is working, he is surprised to hear the clerk saying to the customer, “No, ma’am. We haven’t had it for a long time.”

Upon hearing this, the manager rushes into the discussion by saying to the customer, “Actually, ma’am; we DO have it. I will have our warehouse deliver it to you by this afternoon.”

He pulls the clerk away from the confused customer and says, “What did I tell you? NEVER tell a customer that we don’t have it! What did she ask you for?”

Replied the clerk, “She didn’t ask for anything. While waiting for her debit card to be approved, she commented, ‘We haven’t had any rain lately.’ Good luck with that delivery.”

Now that happens when things are done on autopilot and without much intentionality.

Leadership requires intentionality, which entails being mindful and purposeful in our actions toward those around us. With intentionality, leaders could distinguish themselves as extraordinary and positively impact their followers.

There are five intentionality elements that leaders need to cultivate to enhance their influence and develop deeper relationships with their teams and their people.

1. Intentionality requires careful planning and preparation.

Effective leaders plan and strategize their moves. They put great thought into their actions and, in doing so, are prepared for any random or unplanned events that may happen in the workplace. Trust me. Unexpected events or situations always happen.

2. Intentionality requires calmness in the face of randomness.

Leaders prefer structure and predictability. All of us do, but business and life are always unpredictable. The post-pandemic situation has convinced us that changes sometimes happen randomly. Situations today can be described as constant living under chronic instability. And when an unplanned event occurs, the intentional leader does not panic but would calmly deal with the situation. When the leader panics, the entire team gets rattled, and being unprepared unintentionally sends leaders into a state of frenzy that may lead to wrong actions and decisions that would cost more damage.

3. Intentional leaders predicate their actions on pure motives, right values and ethics.

The team would not question the right motives behind intentional acts though they sometimes turned out wrong. Leaders make mistakes, but the value-driven leader owns up to the error, rectifies it, and solicits the team to help correct the situation. As I often emphasize in my Level Up Leadership seminars, “The leader’s vulnerability is key to the leader’s credibility.” Trust is reinforced.

If a leader intends to manipulate someone into doing something for their benefit, it will ultimately rob the person of their trust in the leader. Being genuine in one’s actions and intentions is essential to building trust and deeper relationships.

4. Intentional leaders continue to improve themselves and their capacity to lead.

Effective leaders are those who continue to improve themselves. They continue to develop their leadership competencies to develop their people to do better and become better.

Intentionality is an art that leaders can use to influence their people positively. Intentional leaders are studious. They also take the time to understand the people they lead, including their personalities, strengths, weaknesses, passions, and interests. Leaders learn their people’s communication styles and preferences, capitalize on their strengths, and are mindful of their challenges and areas for improvement. Leaders who invest time in studying their people’s lives and experiences can build deeper relationships and foster a sense of trust.

Leadership guru says: “One person can inspire a second person to be intentional and another. Those people can work together. They can become a movement. They can make an impact.” I agree.

(Francis Kong’s podcast “Inspiring Excellence” is now available on Spotify, Apple, Google, or other podcast streaming platforms.)