turning the hierarchy upside down

The traditional hierarchy is good for the visionary aspect of leadership. People look to the leader for vision and direction, and although a leader should involve experienced people in shaping direction, the ultimate responsibility remains with the leader and cannot be delegated to others.

However, the implantation role – living according to the vision – is where most leaders and organizations get into trouble. The traditional hierarchy too often is kept alive and well, leaving the customers neglected at the bottom. All the energy in the organization moves up the hierarchy as workers try to please and be responsive to their bosses. The authoritarian structure too often forces the front-line people, the customer contact people, to say frustrating things like, “It’s our policy,” “I just work here,” or “Do you want to talk to the supervisor?” In this environment, self-serving leaders assume “the sheep are there for the benefit of the shepherd.” All the energy in the organization flows up the hierarchy.

Effective implementation requires turning the hierarchy upside down so the customer contact people are at the top of the organization and are able to respond to customers, while leaders serve the needs of employees, helping them to accomplish the vision and direction of the organization.

Ken Blanchard & Phil Hodges

The Servant Leader: Transforming You Heart, Head, Hands & Habits. 2003. J.Countryman.