Every business is essentially a cook stove. But many don’t know what they’re cooking. Truly great businesses know what they’re cooking and serving. In other words, they know what business they’re in. Not long ago, I witnessed one such business in action.

After my dad’s extended hospital stay, he needed inpatient physical therapy. After several conversations, reviews, online research, and prayers for discernment, we chose one. And boy, am I grateful we did: the center we chose is in a league of its own, seamlessly distilling a Ritz-Carltonesque excellence with the warmth of grandma’s home.
Suffice it to say, I became obsessed with finding out what was in their broth, aka organizational culture!

Once my dad settled in his room at the facility, the senior leader came to greet him. He warmly introduced himself and spoke with my dad, mom, and me for some time. Then, before leaving, he told my dad to reach out directly if he needed anything. Notably, while conversing with my dad, he did not sit in a chair. He stooped. Stooping when others are sitting is a humble disposition. Typically, top organizational leaders do not stoop. But he did. 

Importantly, his approach conveyed a powerful message: Service is the business we’re in, and humility is one of our cornerstones. That day, I candidly mentioned to the leader that they are in a unique business – one that almost all frequent out of need, not volition. Yet, they do not take advantage of that reality to treat people as numbers on a roster. Instead, they view them as humans in need of care.

When my dad returned home, he provided glowing feedback about the organization to the man who greeted him on the first day. In the note, my dad acknowledged several team members by name. The man quickly responded with deep appreciation. Later, we learned from embarrassed yet thrilled staff that the note had been sent to the entire organization. Evidently, the leader did not hoard the praise, and that is a hallmark of great leadership.

Unsurprisingly, when we needed to select an outpatient PT facility, we returned to the same organization, and they did not disappoint! They have brewed a tantalizing broth of service and excellence. And I am eager to learn more. As they say, where there’s a will, there’s a way! 😉

For you and to you,
Aké