Celebrate What's Going Right

Leadership Lesson: Focus on What’s Going Right

As leaders, it’s easy to fall into the trap of focusing on what’s going wrong. Missed deadlines, customer complaints, or performance gaps often dominate our attention because problems scream for solutions. But in the process, we sometimes miss what’s quietly going right all around us—the everyday moments of excellence, courtesy, and professionalism that truly shape an organization’s culture.

I was reminded of this in the most unexpected place: the drive-through at a McDonald’s. My expectations were fairly low that morning. Like many of us, I’ve learned to anticipate efficiency, not necessarily excellence, at a fast-food drive-through. But from the very first interaction, I realized something was different.

The voice on the other end of the speaker wasn’t just courteous—it was warm, engaging, and personal. I could hear the smile through the headset. When I pulled up to the window, I immediately recognized him. His professionalism wasn’t just in his words; it was in his posture, his eye contact, and his authenticity. It was clear that this employee took pride in his role, no matter how ordinary it might have seemed.

At the next window, another employee greeted me with the same spirit of courtesy. She smiled—not just with her mouth, but with her eyes. You’ve seen it before: that genuine spark that tells you a person isn’t simply going through the motions, but actually cares about how you feel in the interaction. In a matter of minutes, two people changed the tone of my entire morning.

I was so impressed that I parked, went inside, and asked to meet them both in person. I thanked them directly for their professionalism and positivity, and I gave them a signed copy of my book. Why? Because excellence deserves to be recognized. Their simple acts of service were reminders that in any organization, no matter the size, the title, or the task, people are capable of extraordinary things when they choose to show up with energy, warmth, and pride.

Here’s the leadership lesson: what we look for, we’ll find. If leaders spend their energy only pointing out mistakes, errors, or problems, that’s what will grow. But when we take the time to notice and celebrate what’s going right, we multiply positivity, performance, and engagement.

Imagine if we shifted our leadership lens to intentionally seek out what’s working. To look for the person who stayed late to help a teammate, the employee who consistently delivers excellent customer service, or the manager who encourages others with a kind word. These small but powerful moments are happening every day. The question is: are we noticing them?

The truth is, recognition fuels repetition. People repeat the behaviors that get acknowledged. When leaders call out excellence—even in small, everyday acts—it signals to the entire organization, “This is who we are. This is what matters.”

That day at McDonald’s, I walked away reminded that leadership isn’t just about solving problems. It’s about shining a light on what’s already going right. And when we do, we don’t just encourage individuals—we build a culture where excellence becomes the expectation, not the exception.

Leadership development, Emerging leaders, HR leadership training, Learning and development strategies, Positive leadership, Employee engagement tips, Recognizing excellence at work, Leadership culture building, Customer service leadership, Focus on what’s going right