The Heart of Leadership — People Matter

Contributed by Jerry Flug, HRA Consulting Group

In the early years of my entrepreneurial journey, I made a commitment that would define my leadership philosophy: prioritizing people. Coming from an industry where employees often felt undervalued and overlooked, I was determined to create a different kind of workplace culture.

From day one, we established a fundamental principle: people are not just resources, but the most valuable asset of any organization. This wasn't just a slogan—it was a living, breathing commitment that shaped every aspect of our business.

One concrete way we demonstrated this commitment was through a strategic career development program. We deliberately created pathways for frontline workers to advance into supervisory roles. This wasn't about filling positions; it was about recognizing and nurturing the potential within our team. By investing in our employees' growth, we showed them that their aspirations mattered as much as the company's objectives.

Leadership is about transformation — both business and of the people within it. When you make people a core value, something remarkable happens. What begins as a personal conviction gradually becomes a shared organizational culture. As the team grows, these values take root, spreading organically. Employees don't just observe the commitment to their development; they begin to embody and propagate it themselves.

The golden rule of leadership is simple yet profound: treat people with the respect and dignity you would want for yourself. In my experience, this means going beyond mere fairness — it means creating an environment of genuine care, support, and opportunity.

When an organization truly embraces this people-first approach, the results are transformative. Employees become more than workers; they become passionate contributors. Their personal success becomes intertwined with the organization's success. Engagement rises, innovation flourishes, and the entire ecosystem becomes more resilient and dynamic.

Reflecting on my 20 years as a building service contractor (BSC) owner, I’d say my greatest success came from building and fostering a people-first culture. By prioritizing care for our team, we were able to create a thriving organization with like-minded individuals across our management, office, and supervisory teams. It takes time and effort to cultivate this kind of culture, but the long-term benefits are undeniable — it saves the organization significant money and reduces stress, making it well worth the investment.

In my role as a small business coach within the BSC industry, I’m noticing a growing emphasis on people and culture across the industry. Owners and managers are beginning to realize just how essential these elements are to building a successful organization. Today’s workforce is seeking employers who genuinely care for and value them as part of the team. As a result, employee retention is becoming an increasingly critical focus for BSCs.

To achieve success, culture must be intentionally shaped by leadership, clearly defined, and consistently communicated across the organization. Leadership sets the tone, and hiring decisions should align with the desired culture at every level. While creating a caring and supportive culture takes time and effort, the payoff is significant—higher employee retention rates and the development of long-term managers and supervisors who strengthen the organization for years to come.

Remember, people are not just a means to an end. They are the end itself. In every decision, in every strategy, in every interaction, the fundamental truth remains, people matter. They are the heartbeat of any successful organization, the wellspring of its potential, and the key to its sustainable growth.

As founder of HRA Consulting Group, Jerry Flug draws on his extensive 30-year career in building services to help business professionals reach their full potential. His leadership experience includes 18 years as CEO of a regional commercial cleaning company, where he developed deep expertise in executive management, defining building culture, and industry operations. Through HRA Consulting Group, Jerry combines his entrepreneurial success and industry knowledge to guide business owners toward sustainable growth. His holistic approach focuses on achieving excellence in both professional endeavors and personal development, empowering clients to create lasting success.