The long tail of Frederick Taylor: it’s about service, not science

No matter the industry many in business are still trying to figure out this thing called leadership. It continues to play out when management is on one side of the field, while the staff hangs far away, over on the other side of play. Over decades and decades, over many tries, working to address service with one voice and strategy has been a challenge. Why is this still an issue in the modern age? While leadership still finds blind spots, we realize that golf is in a fantastic place. A new place, where it seems there is this factory pumping out new golfers of every age and size almost daily. To borrow a line from Charles Dickens, “These are the best of times.”

As operators look to satisfy their growing base, hoping for more and more talent to walk through the door, many struggle with ways to lead this new workforce. Post-COVID, this is a group of men and women who want more, who want it now, while having no fear of simply picking up and moving to where they might find their better place. As you think about new ways to pay or incentivize your staff, know that although the pay & perks certainly matter, these are just two legs of the stool. The third leg is the place: the leadership, the team, and the opportunity. In this time, where musical chairs seem to be the game, how will you and your managers take care of the people taking care of your members?

At the turn of the 20^th century, a mechanical engineer by the name of Frederick Taylor was widely regarded as the father of scientific management. He worked to optimize work processes, eliminating waste through analysis and study. He looked for the one best way to perform tasks. His practices over time made manufacturing and business more productive while taking the individual out of the equation. He aimed to be more and more efficient while disregarding the worker. Although he passed away in 1915, it feels as if some of the effects of this top-down management style continue to exist in some form even to this day. Although I am not saying leaders have a plan to disregard the wishes of their people, I believe there can still be clashes between that old world style and this modern-day workforce. Here in this In My Opinion post are three thoughts about leading, a century after Mr. Taylor passed on:

Involve the team: In the old days managers worked and planned behind closed doors, revealing details only when it mattered to the work. Today, it is important to invite your team into the conversation, looking for their ideas and vision on what might be a better way forward. Bring the team together and engage everyone in the conversation. Who understands the job better than the person doing that job hours and hours each day?

Coaching is the better style: Managing every person was the model for decades and decades over most industries. Today, we understand that the entire person comes to work. It is about how we listen and serve the workforce. Yes, you have members to serve, and if you expect the team to excel in their roles, it is important to understand they need to be included in creating the standards for hospitality.

Over-communicate with every member of your staff: No matter the position or tenure of the employee, developing a personal conversation, one that is about each individual, can help bring out their best. The telling style of management is finally fading out, while the need to stop, pay attention, and sincerely listen is becoming more the standard. As I noted above, people bring their entire lives to work including home stressors. Listening about a personal issue is as important as taking the time to hear about a service problem. Having patience and taking the time is a sign of authentic leadership.

All businesses must continue to move away from the century-old style of telling people what to do while pushing more and more to collaborate within the team. And while it may take time, it works. Although scientific management had its fans, those fans were only on the management side of the field. Even though this storyline may have a few wrinkles, it is important to know that people were once treated as machines producing widgets all day long. Today, in a world of better education, and more and more information, team members must get the benefits of your time, your patience, and your empathy to produce the level of service worthy of the golf industry in 2024. When team members feel good, they will stay and bring other talent. When they do not…

Jack Dillon writes the In My Opinion post. Jack is a writer, speaker, and consultant. He and his colleagues can help build a better club and a better team. Go to www.youdontknowjack.com to learn more and set up a Zoom to hear specifics about the services available. You can also call Jack at 407-973-6136.