Author Q&A with Chris Van Gorder, author of The Front-Line Leader

What does it mean to lead from the front lines? Why is it important?

The more complex or large the organization, the easier it is to lose the connection with the front-line staff who actually create value for the customer. While it’s difficult for the leader to change the structure of the organization or its size, there are techniques one can use to build real connections and relationships with the front-line of the organization. The end result will be a connection that will help the leader make better decisions for the organization and its employees—and frankly, bring more joy to the difficult job and stresses of leadership. And in the end, that will bring more organizational success as well.

You started your career as a police officer. How does that inform your decisions and actions as CEO?

Thirty-six years ago after being badly injured as a police officer, I was in a hospital bed heavily medicated but aware enough of my surroundings to realize my law enforcement career was over. I felt alone and scared. Suddenly I saw a light come through the window of my hospital room and light up the corner of the room. A nurse looked out and told me that a police officer was parked in the street with patrol car spotlight pointed at my window. My fellow officers were not permitted to see me that first night but they wanted me to know I was not alone—that they were there for me. All during the night the patrol officers rotated the responsibility—each shining their light to let me know I was not alone and to help show me the way. Each was a front-line leader—connecting with one of their own, taking care of one of their own. That moment and many other moments in my career have convinced me that the secret to successful and rewarding leadership is managing not from the C-suite but rather from the front lines of an organization, regardless of one’s position. I don’t think I make a decision today without careful consideration of the impact on the front-lines of the organization. It works.

What is the most important thing you''ve learned as a leader?

I meet with every new manager at my organization for about an hour to explain my expectations and to let them know that I am there and available to help them at any time. I explain the principles I believe are important—and there are several. But the most important is very simple: “Take care of your people and they will take care of you as their leader.” It sounds simple but it’s not. It requires leaders to be teachers, communicators, mentors, counselors, cheerleaders, and sometimes disciplinarians. Over the years I’ve learned some techniques that have been very successful and I wanted to share them, so I wrote The Front-Line Leader. –No matter what my job title, my mantra has always been: “Protect and serve your people.”