Gen. Colin L. Powell has managed thousands of Americans as both the country’s No. 1 diplomat and No. 1 soldier, and his leadership style was and remains built upon the basic principles he learned as a 21-year-old lieutenant in the U.S. Army.
“The sign at the entrance to Fort Benning in Georgia says, ‘Follow me,’” Powell said Sunday during his keynote speech at the National Restaurant Association Restaurant, Hotel-Motel Show in Chicago. “Leadership is all about followership. Leadership is about putting your followers in the best possible environment.”
Those in a position to set the tone for the restaurant industry or any other organization must give their followers a sense of mission and a sense of purpose, while helping them identify goals, he said.
“Your sense of purpose of course is to serve the American people,” Powell said. “You are serving your fellow citizens in a way nobody else can.”
Powell, who served three presidents as national security adviser, chairman of the Joint Chiefs of Staff and secretary of state, said restaurant executives must “take care of their troops” by giving them the resources needed to succeed, especially training. He added that an intangible leadership quality — enthusiasm — is just as important to followers.
“Motivation is a good word, but I prefer leaders who inspire,” he said.
Recognizing performance goes a long way toward that, he said, often with a promotion or pay increase. However, he said, expressing gratitude to employees for being part of the team is just as important.
During his speech, Powell recognized the restaurant industry several times for displaying essential American values. At one point, he compared the NRA’s ProStart educational initiative to the work he strives to do as the founding chairman of America’s Promise-The Alliance for Youth. He said the industry works toward goals for young people that drive his organization: providing mentors and safe places, teaching marketable skills, facilitating a healthy start in life, and giving young people an opportunity to give back.
He praised restaurants for providing the job opportunities that foster immigration, which he called “the lifeblood of the nation.” He called for a sensible immigration policy that does more to welcome people who want to work and become Americans, and he noted that restaurants are among the most prolific businesses at giving immigrants a new start.
Relating that sentiment to his own life, Powell said his own journey from a decent student at City College of New York to the 65th secretary of state shows that no country allows for more personal development and opportunity than the United States.
“It isn’t where you start in life that counts, it’s where you end up and what you did along the way,” Powell said.
Such a worldview makes Powell optimistic that the nation, with restaurants playing a leading role, could address current challenges like terrorism and armed conflict in the Middle East, the pressure to create wealth domestically, and maintaining the United States’ image as the most influential nation in the world.
“When I see an audience like the one we have gathered here today, you all know we have enough problems, but at the same time we have a room full of confidence,” Powell said. “The degree of optimism we see out in restaurants — I only wish I could bottle that up and take it to Washington, and pour it over the heads of our politicians and say, ‘You guys need to get going.’”
Audience members expressed admiration not just for what Powell said, but also how he said it.
“He was just such a great speaker, and I really appreciated the simplicity he used to describe leadership,” said Brad Wahl, vice president of marketing for Chattanooga, Tenn.-based Krystal, a regional quick-service chain. “I loved that he talked about taking care of your troops and said that leadership is about the followers.”
He said Powell’s insights also apply to inspiring loyalty in guests as well as in employees. Wahl pointed out that, when asked what makes him a repeat visitor to his favorite restaurants, Powell mentioned people and service, not food.
“There’s no silver bullet, but so much of it is about having a pleasant, courteous environment,” Wahl said. “Everybody makes the effort to greet guests at the door, but consumers are looking for that and everything else to be genuine. The way Powell talked about that was so simple in its approach.”
Contact Mark Brandau at mark.brandau@penton.com
Follow him on Twitter: @Mark_from_NRN
