A single leader’s positive influence can transform an entire organization. Leadership is not the monopoly of any one function or domain. Nor is influence. Influence can be nurtured, but it must sprout within.

It is unusual for a QC professional to move rapidly up the ladder and go on to head a company. He was an exception, a sterling example of how a positive leader can influence a positive change in mindset of the entire organization.

He believed that 70% to 80% of customers did not bother to complain. That did not mean the manufacturer could sit back and relax. As one who genuinely put the customer first, he would go to the customer and gather data, patiently, consistently.

He believed that no item ought to leave the factory unless it was equipped to deliver complete satisfaction. In case, the customer was wrong, he assumed the responsibility to convince the customer.

His confident “no-problem-is-unsolvable” attitude was infectious. His influence was responsible for sweeping changes in processes and systems across the organization.

He listened. He set up practical systems. He was unflappable.

Influence is a positive quality but not very visible. And not easy to detect at the interview stage.

Influence is leadership. It can be cultivated. But much of it must come from within.

—-From the Mentor’s Musings series by Mohan G Joshi—-