How Leaders Benefit from Being Present

I’ve read plenty of leadership books over the years. There were a few takeaways that I was able to incorporate, but most of my leadership skills came from a more traditional source.  

Some of the most enduring lessons I’ve learned came from watching my dad. He spent his career leading a natural gas utility organization: juggling board meetings, community expectations, and complex operations. But even with a very busy schedule, he always made time to be present—really present.  

Whether it was sitting down with a key customer, showing up at a construction site, or leaning into a tough situation, he didn’t just lead from behind a desk. He showed up and watching him do that stuck with me. 

Presence Builds Trust 

Trust is built in small moments, not big speeches.  

I remember my dad getting up early to be on-site with construction crews, meeting face-to-face with key customers to work through challenging issues, or heading out after hours to ride along with service technicians. It wasn’t for show—he genuinely believed that his presence mattered.  

That same principle holds true in our industry. When leaders show up at job sites, sit down with a customer, or take a few minutes to check in on a frontline team member, it sends a clear message: I care, I’m accountable, I’m with you. That trust opens the door to stronger relationships, better service, and a healthier culture. 

Presence Clarifies the Real Story 

Dashboards and reports are helpful, but they don’t always tell the whole story.  

I watched my dad step into situations that looked fine on paper but felt different on the ground. He’d listen, observe, and ask questions that cut through the noise. That’s a skill we need to model in our own businesses.  

Sometimes a site that “meets the scope” isn’t meeting the customer’s expectations. Sometimes a manager whose “KPIs are lagging behind” is quietly dealing with personal struggles. Being there helps us see what others miss. Seeing these things helps us formulate better questions that lead to better outcomes. 

Presence Can’t Be Delegated Away 

There are things you can delegate, and there are things you need to do yourself. Presence is one of the latter. You don’t have to be everywhere, but you do need to be somewhere.  

I remember my dad making time every week to connect with people in the field—not to micromanage, but to stay grounded in the work. That rhythm gave him credibility and context.  

If it’s been a while since you’ve visited a customer site or talked with a cleaner, consider making space for it. You might be surprised by what you learn. 

Showing up won’t appear on a profit and loss statement, but it will shape your culture. Pick a site. Pick a cleaner. Pick a customer. Show up next week and see what happens.