In today’s fast-paced world, it’s easy to believe leadership is all about strategy, metrics and results. However, some of the most powerful lessons aren’t found in boardrooms or spreadsheets — they’re learned in quiet moments, watching someone lead with intention and heart. For me, that moment happened as a teenager, sitting across from my grandpa in a small-town Dairy Queen, where he taught me that leadership starts with connection.

When I was growing up, my grandparents owned the Dairy Queen in our town. My grandpa was an entrepreneur to the core — he believed in high standards and exceptional service. If your cone didn’t have the perfect curl, you practiced until it did. Every customer mattered. 

One summer in high school, I noticed something about him. After finishing his morning bookkeeping, he always left his office, filled up his coffee and made his way to the same booth — the one in the corner near the entry door. My curiosity finally got the best of me, and I asked him why he sat there every day. He simply replied:

“From here, I can see everything — the front door, the counter, the dining room. I watch how customers are greeted, how employees interact and whether the place feels welcoming. It’s not just about selling ice cream; it’s about making people feel good when they walk through that door.” 

There was more to it, though. That booth wasn’t only about observation — it was about connection. My grandpa made it his business to talk to people. He’d greet regulars by name, ask about their kids and listen to their stories. He knew that relationships were the real foundation of his success. Ice cream brought people in, but connection brought them back. 

Before long, I started joining him for lunch at that corner booth. At first, I just listened, but eventually, I also began talking with customers, learning their names, hearing their stories and feeling a sense of belonging in our community. That booth taught me that leadership isn’t about staying behind the scenes; it’s about showing up and building relationships. 

The human side of leadership

Fast forward to today. At the end of 2025, I took some time to reflect on how I performed as a leader. The year was busy — full of deadlines, projects and competing priorities. Somewhere along the way, I got caught up in the “doing” and lost the “connecting.” I didn’t always make time to sit in my own corner booth — to check in with my department, engage with clients or build relationships with coworkers.

And that matters. When we lose connection, we lose trust. We lose the spark that makes teams thrive. We lose the human side of leadership.

In 2026, I’m making a commitment to change that. Here’s how I plan to reclaim my corner booth — figuratively speaking — and make connection a priority:

• Schedule intentional time for connection. Not only meetings about tasks, but conversations about people — their goals, challenges and wins. I’ll block time for coffee chats and informal check-ins.

• Be visible and present. Leadership doesn’t happen behind a desk. I’ll walk the floor, join team lunches and show up where the work happens. Presence builds trust.

• Reconnect with clients beyond the agenda. A quick call or note to ask how they’re doing, not only what they need. Relationships aren’t transactions; they’re partnerships.

• Celebrate small wins and personal milestones. Because recognition builds trust and belonging, I’ll make it a habit to acknowledge birthdays, work anniversaries and achievements.

Grandpa’s wisdom reminds me that leadership isn’t only about results; it’s about presence and connection. In 2026, I want to lead like he did — by making people feel seen, heard and valued. If only we could also do it over a banana split!