Guest commentary: Reviving common courtesy and leading by example
By Ritch K. Eich
As the business and political worlds have become more impersonal and handshakes, handwritten notes, and personal phone calls have given way to texts, emails, and social media posts, common courtesy has become a lost art. Rudeness and incivility have escalated in all walks of life, and customer service isn’t what it used to be with so many everyday tasks now completed impersonally online.
Mark King, a business advisor, wrote on LinkedIn that studies have found “a growing number of people express frustration over increasing rudeness and a noticeable decline in polite behavior.”
King says this trend is evident in workplaces, stores, restaurants, schools and the roadways, where rude drivers rule.
People everywhere are reporting contentious and disrespectful personal encounters with others and a lack of respect for workers in everyday places.
Today’s business leaders should set examples for better behavior and lead the way for a much-needed courtesy revival. They can follow the examples set by three leaders known for courtesy, being helpful and genuinely caring for others: David Robinson, Carol Tomlinson-Keasey, and Bill Marriott.
U.S. Naval Academy alumnus David Robinson is also a former San Antonio Spurs NBA star and a two-time Olympic Gold Medal winner.
He is frequently described by those who know him well as one of the most thoughtful, principled, bright, and humble people you’ll ever meet. He and his wife, Valerie, founded the IDEA Carver Academy two decades ago on a property in San Antonio once populated by crack houses. Named after the legendary scientist, teacher and folk hero George Washington Carver, the school offers mostly low-income families an opportunity to send their pre-kindergarten-to-eighth-grade children to learn in a safe, nurturing and faith-based environment.
Robinson gave $9 million to start and expand the academy. He is actively involved with the students and alumni and has a positive impact on developing future leaders.
Robinson serves on several boards and invests in many community organizations.
The late Carol Tomlinson-Keasey, founding chancellor of the University of California-Merced, was a dynamic leader willing to tackle major challenges no matter the obstacles she faced.
Her school, the 10th campus in the UC system, is located in the San Joaquin Valley near Yosemite National Park. The fact that this campus was built is a testament to her strong leadership.
Her indefatigable spirit, positive energy, charm, and “can-do” approach helped her work successfully through three different California gubernatorial administrations to get the campus built despite controversies and challenges over its location and limited state funding.
Tomlinson-Keasey was also an eloquent advocate for the environment and endangered species. She worked diligently to persuade the Merced community to move the site of a popular golf course to accommodate the requirements of various environmental agencies.
Her unwavering commitment to strictly follow such legal criteria led to the successful relocation of the campus, thus making UC Merced a reality.
And then there is J. Willard (Bill) Marriott Jr., chairman emeritus of Marriott International.
If Austrian-born Peter Drucker is “the father of management” and Warren Bennis is “the father of leadership,” surely Bill Marriott, Jr., the son of the founder, is “the father of hospitality.” Marriott matured into an ambassador of courtesy, a savvy entrepreneur, a business mogul, and servant leader.
He followed his college experience, his stint as a naval officer aboard the USS Randolph (CVS 15), and the dual influence of his Mormon faith and courtesy-minded father, who was engaging and well respected. Marriott was well known for responding personally to guest inquiries and frequently wrote helpful letters or made phone calls.
After more than 60 years working at the company, Marriott, who turned 93 on March 25 this year, still inspires others.
In the words of 17th Century British author Lady Mary Wortley Montagu, “Politeness costs nothing and gains everything.”
• Ritch K. Eich, Ph.D., former chief of public affairs at Blue Shield of CA who served nearly 30 years in the U.S. Naval Reserve, is the author of five books about leadership.
•This section is part of a longer article published in the current issue of the Journal of Values-Based Leadership, an international publication associated with Valparaiso University’s College of Business.
