To better understand someone's role in your business, try walking in their shoes. Here are a few benefits.
"Before you judge a man, walk a mile in his shoes.”
Recent news stories have highlighted how Uber CEO, Dara Khosrowshahi, played “undercover boss” by driving for Uber and delivering meals through Uber Eats. This on-the-job experience led to significant changes and ultimately increased Uber's revenue and market share.
Khosrowshahi drove a used car and went by the name “Dave K” as he chauffeured passengers through the San Francisco area. After the U.S. began to emerge from COVID, Uber had more riders than drivers and was struggling to meet demand. To solve this problem, Uber initially paid bonuses and offered financial incentives. However, this was hard on the bottom line and did not necessarily solve the labor shortage problem. At the suggestion of the Head of Driver Operations, the Uber CEO decided he should drive and see what it is like to be a gig worker.
Through his act of driving passengers and delivering meals, he understood what it meant to deal with harassing customers, rush hour traffic, and an unsavory practice called “tip baiting,” which strips the driver of the tip after enticing them to accept the order with a phony good tip. These experiences motivated him to work with his team to enhance the app, add new safety features, and better disclose estimated pay and mileage. While these enhancements have not eliminated all driver concerns, they have significantly impacted the driver experience, and in 2022, Uber’s ride-share revenue more than doubled. Dara Khosrowshahi lived up to the adage and more – he didn’t just walk a mile; he drove for many miles, which ultimately made him a better leader and Uber, a stronger company.
I have recently had a similar experience. At Propel HR, all new hires must “Walk a Mile” as part of their orientation process. New employees spend several hours with each department in our operations to learn what each role does and how each department intersects with others.
As a PEO, Propel HR is a complicated business that impacts our clients’ employees. We process payroll, submit taxes, provide benefits, administer Workers’ Compensation, offer HR support, and ensure it works efficiently through our various software programs. It is important that our pros understand how each function coordinates with other departments.
Here are a few examples:
Everyone at Propel HR must work together, so by walking a mile in each other’s shoes, our Propel Pros learn the importance of the whole team.
▶️▶️Read More: How to Strengthen Your Talent Strategy
When my father and I first started the company in 1996, there were four of us. My father handled the sales and overall growth and vision. We had one person who processed payroll and a controller who paid taxes and oversaw financials. My job was everything that was left over! I handled Workers' Compensation coverage and claims, benefits administration, and gave HR advice as needed. And if someone was on vacation, we each handled the other’s job.
It is strange to understand so much about the big picture of the business but not understand how all the pieces work on a daily basis. To better understand, I spent time this past month on my own Walk-a-Mile. I met with different departments, asked lots of questions, and saw their jobs from a different perspective. I watched, I listened, and I helped when I could. The time I spent with each team was incredibly valuable, and I look forward to walking more miles with each of them in the future.
Here are some of the benefits of walking in another’s shoes:
The Value of a Bird’s-eye View. Since I am not in the daily details of each job, I was able to bring a different perspective to the teams. I questioned why they did things the way they did and asked if there may be a more efficient way to get the same results. I encouraged the team to think differently and question the why more. Are we doing something just because that is how we have always done it? The detailed information I learned, coupled with my elevated view, helped me think critically about new processes and cross-team interactions.
The Ability to Assess Staffing Needs. In my role, I often hear that we need to hire more people. At times, this is the right answer, but other times I wonder if another human will solve the problem. Working beside the teams, I learned so much, which will help with future hiring strategies. I learned the time needed for each task, questioned manual processes, and asked each person about their workload. I also asked specifically what skills and traits make someone successful in their role. I listened intently and tried to understand what needs they had.
Every one of our employees is truly a Propel PRO!
You don’t have to be the CEO of Uber to gain experience from walking a mile in your team’s shoes. Through my Walk-a-Mile process, I learned new things which will help provide solutions as our company grows. Whether driving or walking, I strongly suggest you take the time to work in your team’s role. It will make you a better leader and your organization stronger.
Propel HR President Lee Yarborough
-- Lee Yarborough, President, Propel HR
🎧Learn more about Lee's experience starting Propel with her father, her work on Women in NAPEO & NextGen, and the importance of having the “freedom to fail.” Listen HERE on Spotify or search People Pat Meets where you get your podcasts.
Active in many professional and community organizations, Lee recently served as Chair of the Board of Directors of the National Association of Professional Employer Organizations (NAPEO). As NAPEO Chair, Lee focused on diversity and initiatives to deepen member relations. Under her leadership, she formed Women in NAPEO (WIN), a networking group designed to engage, empower, and encourage women working in the PEO industry. On the local level, Lee also served as the Chair of NAPEO’s Carolinas Leadership Council for more than a decade. In 2015, she was named a Fellow of the eleventh class of the Liberty Fellowship Program and a member of the Aspen Global Leadership Network.
An advocate for public education, Lee has served on the executive board as Chair of Public Education Partners and is the founder and director of Read Up Greenville, a young adult and middle grades book festival in downtown Greenville, SC.
When she breaks from board meetings, client visits, and networking, most likely, you will find Lee reading, camping, or spending time with her family. She also enjoys volunteering at her church and staying involved with her children's schools.
About Propel HR. Propel HR is an IRS-certified PEO that has been a leading provider of human resources and payroll solutions for more than 25 years. Propel partners with small to midsized businesses to manage payroll, employee benefits, compliance and risks, and other HR functions in a way that maximizes efficiency and reduces costs. Visit our website, www.propelhr.com.