09/08/2026
I’ve learned more about leadership from my mother than from anyone else…
In the early 1990s, the Cleveland Clinic tried to give my mother an office.
Not just any office. One of the big mahogany ones. Corner view, her own secretary, the kind of office that signals you’ve made it inside a hospital system that size.
By then she’d earned it.
She started as an operating room scrub nurse and worked her way up over the years to administrative director of the entire Department of Surgery, an organization made up of thousands of people ranging from housekeepers to surgeons.
She turned the office down.
Her reasoning was simple, and she said it plainly. “I’m running surgery. I need to be in surgery.”
So instead of the mahogany office, she took a storage room inside the surgical department. No window. Barely enough space for two desks. She shared it with her assistant, and that’s where she ran a massive department for years.
I asked her about it once: why she’d trade the corner office for a supply closet.
She told me if you actually want to know what’s going on in a business, you have to be in it, not a 20-minute walk away. And you don’t learn about the department by getting to know the doctors or the administrators. You start with the housekeepers and patient transporters. The people doing the physical, unglamorous work that keeps everything running.
Then you work your way up. Nurses and techs next. Doctors and executives come last, not first.
I’ve sat in a lot of boardrooms since then. Worked with a lot of founders and executives who could tell you their revenue to the dollar and couldn’t tell you what their frontline team actually dealt with day to day.
If you want to really know what’s going on in a business, start at the proverbial “mail room” and work your way up to the executive floors. You’ll know all there is to know before you even get to the top floor.
I still think about that storage room more than most business books I’ve read.