I took my car to the dealership where we purchased it for an oil change and routine maintenance.  The dealership owners keep a refrigerator full of 4-ounce water bottles – very considerate of them. I finished one and, and getting ready for my second, asked an employee if they had a recycle for the empty plastic bottle. He said no and told me to toss it in the wastebasket.

That response niggled at me a bit so after a few minutes I sauntered over to the office manager’s office, introduced myself and inquired as to why there was no recycling of the water bottles. She stated, absentmindedly, “we’ve told the sales manager before, and nothing was done.” I responded that plastic added to the landfill was irresponsible and that I hoped they would find a way to care for the earth with something as easy as a recycle bin. 

    Here is what troubles me – neither the service technician nor the office manager was likely to take my concern to someone in a position to make a different decision. I was not given the name of a decision maker, nor did either employee ask for my contact information. Honestly, I don’t think it was because they are uncaring individuals. They acted robotically.  

    So I got on their website and looked for purpose and values. I found none. I did learn about their family owned business and the exceptional sales and service I can expect from them. Fair enough, the sales and service have been good. 

    Let me get back to what started all this. As a leader, how do you know that the principles, values, and purpose are actuated up and down the company or organization that you lead? Excellent sales and service equal revenue. Aligned values and mission equal accountability and responsibility. Great organizations have leaders who care and ensure that it all matters. Absent leadership attention to it all, our organizations run the risk of passivity, employees listening and not hearing, and complacency. So, I'll ask the question again: How do you know, or what do you need to learn?