Management lessons are all around us if we will only take a look. With a sharp eye we would observe the drama of everyday life going on, much of which could provide invaluable lessons, especially lessons about leadership.

Let me give you an example. This isn't big time stuff but when I weighed all of the drama that occurred just a few days ago with a lady called Pauline, I realize how stupid some people in power positions can be. I've known Pauline and her husband Noel for about ten years. Pauline is the waitress at a place I and a number of my friends gather in each morning for a cup of coffee. It’s quite a diverse congregation. There's Joe the electrician, and Nick the handy man, and Kay the investment banker and all sorts of colorful people who inhabit the place and over the years we have all gotten to know Pauline well.

Among her many charms are her Irish brogue, a quick wit that allows her fire back at us quickly and effectively when we give her a hard time, and a conversational style that would be fitting for royalty or a complete commoner like me. Our crew celebrated her being sworn in as an American Citizen a few years ago. We’ve also toasted her when she gave birth to her daughter and son. We've also worried with her when Noel , her husband, recently lost his job due to the economy. You might say she was the lynchpin that brought us regulars together. While taking care of multiple customers she was a willing ear to our problems and worries as well. In short, her very personal approach bred loyalty. So a couple of weeks ago when Pauline quit her job at the Green Bay Cafe we all felt an emptiness in our lives. But more to the point, her leaving should not have happened and that is the point.

As the late Paul Harvey used to say, “Here’s the rest of the story.” The lady who owns the Green Bay Cafe is one of those owners who very seldom gets involved in the restaurant because she has too many other things going on her life including raising a teenage daughter. Her detached ownership changed recently for reasons unknown. But the fact is her sudden interest in the eatery has literally backfired.

One day, as I was having coffee, Pauline explained to me how badly treated she had been recently by the owner. Apparently the owner started saying unkind things to Pauline which in turn affected her morale and her overall psyche. Pauline explained it this way, "She comes in late in the morning and begins to criticize everything we are doing. After a while it's becomes hard to do your job because the negativity is so bad". So bad, that one day about a couple of weeks ago Pauline quit her job. That's right, she just walked away.

The owner at first was very vague about Pauline's departure but finally admitted that she would no longer be working at the Green Bay Cafe. I asked her why and her answer went something along these lines, "Well, she spends too much time with the customers talking to them about their kids when she should be more focused on other things".

I responded bluntly and told the owner she had just lost her "franchise". She looked at me in amazement. I told her that if I were the owner I would run out and ask Pauline to come back because she was the heart and soul of the restaurant. The owner suggested that wasn't the case "because people come here for the food". I then told her that the main reason people came to the restaurant was because of Pauline and definitely not the food. The owner looked at me in disbelief. It was then I decided to give her a quick management lesson. I told her," If you have someone working for you that brings in customers and spends time with them and makes them feel important you've got a "crown jewel" on your hands.” I went on to say that under Pauline the restaurant was always vibrant and crowded and for those reasons alone she, the owner, should have been very pleased.

To my way of thinking, in any business, unfortunately, either because of stupidity or ego, many bosses want to bully people and treat them as inferior instead of urging them on. It is nearly universal that we all want to be treated with dignity and respect. And that is my message to you: treat your producers and your customers well and leave your ego at the door. A business is in business to accomplish great things including making money and massaging inflated egos should be way down on the priority list.

A couple of days ago I stuck my head in the Green Bay Cafe. It was obvious there aren't as many customers in there laughing and talking about their kids like there used to be. It just wasn’t the same!

Pauline made the difference and we all wish her and her family a very Happy Holiday!