As Jane and Amy interviewed the cleaning staff of a major hospital in the Midwest, they discovered that a certain subset of housekeepers didn’t see themselves as part of the janitorial staff at all. They saw themselves as part of the professional staff, as part of the healing team. And that changed everything. These people would get to know patients and families and offer support in small but important ways: A box of Kleenex here or a glass of water there. A word of encouragement. . . .
This is the power of contribution and is the job of the leader to point out. No matter how small and seemingly insignificant the job, they are contributing to the mission of the business. Just like the NASA janitor and the bricklayer.
