Thank you, Mr Cleaner

SOMETIMES, the most powerful influences come from the most unexpected places. The Naked CEO, Alex Malley, explains how a humble cleaner changed his life.

Alex Malley

I DON’T know what you were doing when you were a teenager, but I was often visiting my mother at a psychiatric facility as she went through one of her recurrent bouts of depression.

I vividly remember one of those visits.

Mum was asleep and I was sitting at her bedside, waiting for her to wake up. The doctor and nurse came and went, but neither of them spoke to me. Then the cleaner walked in. As I recall, he was a short European man with a perennial smile and a powerful mopping action. After a short while, he paused, looked at me, and said something to the effect of: “You must be Alex. Your mother has told me all about how much she loves you and your brother and sisters. I think your mother is great — you are lucky to have her.”

What he said, and how he said it, was exactly what I needed to hear at that very moment. He buoyed me at a time where feelings of worry and loneliness weighed particularly heavily on my mind.

The fact that I am recalling this with you now, 41 years later, speaks volumes for the power of a moment. The unexpected impact one person can have on a life. For me, that man in the hospital gave me a framework for leadership, which to this day I regularly mark myself against.

EMPATHY

The cleaner didn’t have to speak to me. He could’ve just completed his task before moving on to the next one. Instead, he sensed how I was feeling and took the time to help.

Don’t be quick to judge on where positive influences will come from.

No matter your station, you have nothing as a leader without genuine empathy. It is your responsibility to observe those around you, pick-up on signals indicating someone may have an issue that they are internalising. Disregarding or overlooking these signals can be detrimental at a range of levels and perspectives.

PERSONALISING

The hospital cleaner was interested enough to know my mother’s condition, my name, and how I would be feeling. He was speaking with, and to, me. He cared — that is a lasting memory. In my work environment, my leadership team and I know it is our responsibility to be interested, thoughtful and caring about our people. Moreover, it is our responsibility as human beings.

EXPECT THE UNEXPECTED

Even as a 13-year-old, I had a built-in bias that did not expect the cleaner of all people to be the one to provide the insight that mattered. I presumed this would come from the doctors and nurses. Today, as a CEO, I never presume that my most senior colleagues will always provide me with the greatest insights. I speak with people at all levels in our business whenever I can, waiting for those possible pearls of insight. It’s also a great way to get to the unfiltered truth that we all need to hear as leaders.

Never underestimate the power of kindness and respect — its impact can span nearly half a century. Have you ever paused long enough to consider whether you are proud of the lasting impact you might have made on people?

Originally published as Thank you, Mr Cleaner