We need the mindset of a "free individual." Lao Tzu, the father of Taoism, said: "...If you do only what is expected of you, you are no different from a slave. But if you do more than is expected, only then do you become a free individual." If we work and fulfill our duties merely to the extent of expectations, standards, or specific requests, we remain constrained and confined by external limitations. Working solely to meet targets and standards means—fundamentally—being limited and controlled by external parties; one becomes nothing more than a "slave."
One
becomes a free individual by choosing to give and work beyond what is expected.
A free individual has the courage, willingness, and ability to set their own
boundaries for work and life. Thus, a "free employee" is one who
works beyond their assigned duties without being asked. A sense of
responsibility once propelled a plumber to the position of manager.
The
story goes that the head of Germany's largest automotive company was distressed
because a water pipe in his home was leaking; he feared his young child might
slip and fall. After making inquiries, he found a top-notch plumber. During a
phone call, the plumber promised to fix the pipe in two days. The very next
day, however, the plumber called the boss again to express his gratitude. The
boss was slightly puzzled. The plumber explained that he was thankful the boss
had chosen his services and was willing to wait an extra day.
On
the scheduled day, the plumber completed the job and received his payment. Two
weeks later, the plumber called the boss again to ask if the pipe was still
holding up well—and once more, he thanked the boss for having used his
services. The tradesman was unaware that his client was the head of Germany's
largest automotive company. Impressed by the tradesman, the executive
eventually hired him—Christopher L. Jr.—who went on to serve as the General
Manager of Customer Satisfaction & Public Relations for Mercedes-Benz. A
happy ending.
Christopher
did all of this not merely to fulfill the after-sales service obligations of
his plumbing job. More importantly, he firmly believed his primary duty was not
just fixing leaky pipes, but ensuring the safety and comfort of the people he
served. Christopher looked far beyond the immediate scope of his tasks.
Then
there is the story of Mr. Lim, an elderly man who worked "merely" as
a door checker—inspecting hotel room door hinges—at a five-star hotel in
Singapore. For decades, he performed this monotonous job with earnestness,
diligence, and excellence. When asked if he ever grew bored with such tedious
work, Mr. Lim remarked that anyone asking such a question failed to understand
the true nature of his job. To Mr. Lim, his primary duty was not checking
hinges, but safeguarding the lives of the guests. He explained that the hotel’s
clientele consisted largely of senior managers and top executives. In the event
of a fire, a jammed door hinge could cost a senior manager their life. If that
manager—a key decision-maker—were to die, their company would suffer. If the
company suffered—or even went bankrupt—thousands of employees would face
hardship, not to mention the manager's own family, including his wife and
children.
Christopher
and Mr. Lim are no ordinary individuals; they are "great" or
"extraordinary" people. Their mindset transcends their formal
job titles and duties. They are not "minimalist" workers—those who do
only enough to meet targets or Key Performance Indicators (KPIs). To emulate
them, one must be capable of looking beyond the job and "giving
more."
*****