Email the host direct at chris@go-northbound.com

Lessons From The Back Room - Organizational Leadership

In this episode of Northbound, Chris shares a powerful story from his early days as an Air Force lieutenant about the importance of valuing back-office employees and listening to voices often overlooked. He recounts how a young enlisted member—quiet and unnoticed by many—knew the squadron's culture and history better than the senior officers. This episode explores how culture happens when leaders aren't in the room, why the lowest-level employees often hold the clearest view of your organization, and how humility and feedback are essential for effective leadership.

Main Points

• Leadership isn't just about the people at the top; back-office employees often hold the keys to culture and operations.

• Culture is not only written—it's repeated. Observing and listening to how your team lives out values is critical.

• The youngest or lowest-level employees may know your culture better than you do.

• Surveys and formal metrics can't replace authentic feedback and attentive listening.

• Leaders must be humble enough to seek and honor feedback from overlooked voices.

Key Takeaways

1. Value and trust your back-office employees—they may run your organization more than you realize.

2. Culture exists beyond your observation—pay attention to what happens when you're not in the room.

3. Listen to those with less power—their insights are often the clearest reflections of your culture.

4. Reinforce the good and learn from the bad—know your history, values, and repeated successes/failures.

5. Leadership requires humility—seek feedback, honor it, and let it guide growth.