What Happens When Leaders Go The Extra Mile

I heard a story recently about an elderly woman whose car broke down at 2:00 a.m. in a sketchy part of Los Angeles. Feeling hopeless, she stood by the car, crying. When a sports car pulled up, she feared what might happen. Could it be a creep or even worse?

Fortunately, she immediately recognized the driver as former late-night star Jay Leno who wasted no time putting her at ease. Her son later said she felt “saintly level goodness emanating from him.” Jay took the woman to a diner, bought a meal for the two of them, called a tow company, and rented a car for her. He insisted she calls to let him know that she got home safe and sound—and wanted nothing at all in return.

Talk about going the extra mile to help someone!

What Jay did, in many ways, epitomizes the qualities of a good leader.

Being Proactive

Jay didn’t need to stop and help the stranded driver. He could just as easily have sailed by, and no one would have been any the wiser. But he saw there was a problem and didn’t hesitate to step in to help. A good CEO spots when members of his team are facing difficulties and doesn’t hesitate to come to the rescue. He identifies the issue and quickly finds solutions. He doesn’t think twice.

Taking Multiple Steps

Jay could have simply called a tow company for the woman, and she would have been appreciative. But his course of action was a complete solution. He took multiple steps and saw things through to a  satisfactory conclusion. It’s the same in business. Half measures get you nowhere. When implementing a rescue plan, you have to take it all the way to a winning result—for the employee as well as the company.

Being Authentic

Jay didn’t have a Hollywood star attitude. He came across as an everyday man of the people. He was his authentic, genuine self. Leaders who are honest and straightforward not only win accolades but the support of their employees.

In fact, a Microsoft survey found that 85% of employees list authenticity as the #1 quality a manager can have, while 83% of business decision-makers say it’s important for their senior leadership to show up authentically.

Setting an Example

Jay didn’t help the woman because he was seeking any kind of recognition. He just quietly did the right thing, and no one would have known about it if the woman’s family hadn’t talked about it. If senior executives day in and day out conducted themselves in a similar caring manner, it’s the kind of example that employees will seek to emulate. It permeates throughout an organization and breeds a healthy workplace culture.

Showing Empathy

Jay went the extra mile as a good Samaritan. He empathized with the stranded woman, commiserated with the situation, made her feel comfortable at a scary time, and then took charge.

Workers want the same quality in their bosses. In a Conference Board survey, 52% of workers said that having a caring, empathetic leader is more important now than before the pandemic and had increased in importance for hybrid workers (56 percent) and remote workers (50 percent) more than those in the physical workplace (44 percent).

It’s such an important trait that in a Business Solver report, 60% of employees said they would be willing to take a pay cut if it meant working for a more empathetic employer.

Skill Enhancement

There are other attributes, of course, of a business leader who goes the extra mile for his workers. As a culture change consultant whose team of trainers works with companies throughout the U.S., I would argue that a commitment to training programs that help employees develop new skills and improve existing skills is essential. It’s gratifying when C-suite executives recognize the value of such programs for both the company and their team members—and expand the scope as a result.

Boosting Innovation

Leaders who put in extra effort find that team members follow their lead. When executives encourage experimentation, productivity increases, innovative breakthroughs almost certainly follow, and the workplace environment is a happy and thriving one. Employees consider opportunities to learn and grow as the #1 driver of great work culture.

Final Thoughts

Going the extra mile is not always as easy as it sounds. It requires leaders to consistently push themselves beyond normal limits, seeking new opportunities to develop the business and the skill set and engagement of their employees. It not only demands a commitment to excellence in all aspects of the business but also a dedication and passion for boosting individual performance. The end result will be an organization that continues to grow and flourish.

Written by Jason Richmond.

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