Servant Leadership: Flipping Top-Down Management on its Head

Whether it’s Martin Luther King Jr.'s commitment to non-violent protest during the Montgomery Bus Boycott or former Prime Minister Jacinda Ardern's compassionate response to promote national unity in New Zealand after the 2019 Christchurch mosque shootings, servant leadership prioritizes the well-being of others over personal ambitions. This principle holds true not only for civic and civil rights leaders but also for leaders in the workplace.

While there’s no one-size-fits-all approach to leadership, few approaches have a reputation as impactful in building employee-positive, high-productivity organizations like servant leadership. Robert Greenleaf, the renowned founder of the servant leadership movement, stated: "The servant-leader is servant first... It begins with the natural feeling that one wants to serve, to serve first."¹ Underscoring Greenleaf’s other-focused philosophy, Simon Sinek, author of "Leaders Eat Last," notes that effective leadership revolves around taking care of those under your charge rather than merely exerting authority. ²

Spotlight On Servant Leaders

Many forward-thinking organizations and leaders have embraced servant leadership as the foundation of their organizational philosophy, with none more respected than these three leaders known for their significant success and broad-scale impact in organizational management:

1. Ursula Burns and Xerox

Ursula Burns, the first African American woman to lead a Fortune 500 company, redefined leadership at Xerox to be the embodiment service. Her remarkable journey—from intern to CEO—was characterized by a commitment, not only and emphasis, on inclusivity but also mentorship. Burns championed a culture of service within the organization, emphasizing employee support and growth. Under her guidance, Xerox expanded its community service initiatives, reinforcing the belief that successful businesses thrive by serving their communities.

In this clip from the Franklin Covey Company, Ursula Burns reflects on her leadership journey and challenges as the CEO of Xerox. She emphasizes her decision to not fire the cleaning crew, illustrating a key leadership principle: respecting and valuing the dignity of all employees, ensuring that everyone felt secure and appreciated within the company.

2. Monica Lozano – Publisher and Pioneer in Education Access

Monica Lozano’s remarkable career stands as a testament to the transformative power of leadership through service. Renowned for her influential positions as Chair of the Board at Apple Inc. and a Board of Director at Bank of America, Lozano consistently exemplifies a commitment to serving others, promoting diversity, and empowering communities. Her philosophy of leadership as service is deeply ingrained, rooted in the belief that true leadership leaves a lasting impact on people’s lives. She often emphasizes, ‘Leadership is about serving others and making a lasting impact.’ This guiding principle has shaped her approach across various high-profile roles and community-focused initiatives.

One of the most compelling examples of Lozano’s leadership as service lies in her transformative work in education. During her tenure as President of the College Futures Foundation, Lozano spearheaded initiatives aimed at increasing college access and success for low-income and minority students. Under her guidance, the foundation launched numerous scholarship programs and mentoring initiatives, providing vital support to first-generation college students.

3. John Maxwell and The John Maxwell Company

The John Maxwell Company embodies servant leadership through its commitment to developing leaders who serve others. John Maxwell, a renowned leadership expert, has built his organization around the principle that "Leadership is influence, nothing more, nothing less." The John Maxwell company is more than an organization, it is a movement. In offering decades of cutting-edge leadership trading, coaching, and resources, Maxwell and his team have inspired thousands of leaders and organizations to achieve their full potential. Maxwell's philosophy of leadership is anchored in, and emphasizes the importance of adding value to others, through a service-oriented mindset.

These three leaders, along with others, embody a blend of essential leadership qualities that collectively promote a servant leadership approach that is crucial in managing successful organizations that are outcome driven and have exponential impact. Below are three crucial qualities that servant leaders exemplify to foster workplaces that truly thrive:

1. Empowerment in Engagement

Servant leaders are dedicated to the personal and professional development of their team. They facilitate opportunities for learning and skill enhancement while empowering employees to take ownership of their roles. For example, a fast food restaurant manager, upon observing employee burnout and a growing interest in mental health, decides to invest in a two-day training focused on navigating burnout and building emotional resilience. The manager then collaborates with the team to develop a flexible schedule that drives productivity and supports work-life balance.

Additionally, consider companies like Zappos, Southwest Airlines, and the Ritz-Carlton. They are organizations that demonstrate the impact that servant leadership cultures play in enhancing employee empowerment. They train employees to handle a wide range of scenarios and give them the authority to offer discounts, refunds, or other solutions. This prompts employees to feel more confident in resolving customer issues on the spot without needing approval for every decision. They are equipped with the necessary skills and have their supervisor's trust to make decisions independently. While Zappos has since shifted its service delivery to embody more market-based trends in 2018, the organization evolved to still embody a leadership culture that prioritizes autonomy, trust, and employee empowerment, resulting in enhanced customer satisfaction and a more engaged workforce.

2. Curiosity over compliance

Due to the complexity of COVID-19 and its impact on workplaces, organizations have been compelled to adopt new strategies to maintain employee engagement in a fractured and somewhat disconnected environment. The pandemic underscored the importance of organizational resilience, particularly in how employers responded to the heightened demand for work-life balance accommodations. This shift has posed a significant challenge for many organizations that traditionally relied on top-down management approaches. Employees increasingly leave these organizations because they are less likely to adapt employee-friendly policies and instead prioritize compliance-driven methods.

What is evident from several studies, is that organizations fostering servant leadership cultures excel in navigating these challenges and responding to employee needs. One study of 71 Jason’s Deli restaurants found an increase in job performance of (6%), customer service (8%), and employee retention of (50%) when bosses acted as servants to those employees. Servant leaders prioritize empathy, active listening, and empowerment, creating an environment where questioning is encouraged without fear of isolation or intimidation. Instead of a rigid compliance approach, this approach nurtures curiosity. As a result, workplaces see reduced turnover, decreased self-censorship, deference to hierarchy, and increased willingness among employees to challenge assumptions and advocate for accommodations, thereby fostering higher engagement and productivity across servant leadership-oriented organizations.

3. Commitment to Action

Leaders influence organizational culture primarily through their actions and the behaviors they reinforce. By not just facilitating but also responding to the needs of team members, they promote common values that foster trust, collaboration, and a sense of belonging. A servant leadership approach ensures that employees feel heard and supported. This ongoing dialogue allows leaders to identify and address issues promptly, demonstrating a genuine commitment to their team.

Servant leadership entails proactively implementing solutions and offering ongoing support. For example, a servant leader may introduce flexible work arrangements, additional training programs, or mental health resources based on feedback from their team. This hands-on approach not only resolves immediate concerns but also cultivates a culture of follow-up that promotes trust and loyalty, empowering employees to feel more engaged and motivated.

Conclusion

Servant leadership stands as a timeless paradigm for organizational success. Transcending cultural, socioeconomic, and global challenges, leaders like Ursula Burns, Monica Lozano, and the John Maxwell Company demonstrate how servant leaders empower teams, encourage curiosity, and promote unwavering commitment to action. The future of a more sustainable and progressive workplace with highly engaged teams is one in which leaders create spaces where every voice is valued. In such a future, leadership as service emerges not merely as a model but as a guiding principle for leaders committed to achieving enduring impact and organizational success.

1 Greenleaf, Robert K. Servant Leadership: A Journey into the Nature of Legitimate Power and Greatness. 25th Anniversary Edition, Paulist Press, 2012.

2 Sinek, Simon. Leaders Eat Last: Why Some Teams Pull Together and Others Don't. Portfolio/Penguin, 2014.