When there is a conflict between what the customers want and what the boss wants, the boss wins. You have people quacking like ducks: “It’s our policy.” “I just work here.” “Would you like me to get my supervisor?” Servant leaders know how to correct this situation by philosophically turning the traditional hierarchical pyramid upside down when it comes to implementation.
When you turn the organizational pyramid upside down, rather than your people being responsive to you, they become responsible—able to respond—and your job as the leader/manager is to be responsive to your people.
