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This autumn marks the last session of a long Larry Harris tradition: employee leadership trainings. For 20 years, Willow Brook CEO Larry Harris has been holding annual trainings to prepare the next generation of Willow Brook leaders. Cohorts of 10-15 individuals are drawn from all three campuses and all areas of operation.
Three full-day classes are spread over three weeks, and are led by Larry himself. Throughout the training, Larry brings his seasoned leaders to make guest appearances to discuss what they do, explain their personal leadership style, and talk through “the Willow Brook way.”
Packed into these 24 hours of training, you can expect to be schooled in the history of Willow Brook, the Willow Brook mission and how it is lived out, and have the opportunity to tour (and dine in) all three Willow Brook locations. You will also get the Harris Philosophy on everything from customer service to employee relations to the “inverted pyramid” style of leadership, all of which are discussed in-depth. And you better be paying attention—there’s a final exam at the end of the training, graded by Larry. (Spoiler alert: know the Willow Brook mission statement by heart!)
As Larry prepares to retire on January 31, 2023, the Babbling Brook wanted to share some nuggets of wisdom that have made their way into Larry’s legendary leadership trainings, and also give you, our readers, a glimpse into the way Willow Brook leaders have been trained to serve residents, families, and fellow employees:
At all times, practice excellent customer service, and service recovery, if needed. Remove your ego from the service equation, and do everything in your power to meet customer expectations.
Willow Brook’s top focus? People, not profits.
Servant leadership is neither a formula nor a math equation, but a way of showing up in your job and in the world.
Willow Brook does not operate like a typical top-down pyramid, with the CEO at the top pinnacle and the residents, leaders, and staff below. Instead, “the last shall be first, and the first, last,” meaning that that pyramid is turned upside-down, and residents, staff, and leaders are the hierarchy of the organization, not the CEO.
Willow Brook’s model of service is rooted in its status as both a not-for-profit and a faith-based organization.
Are you a leader or a manager? Larry is training leaders. (And yes, there is a difference.)
Never underestimate the power of a thank you—it’s powerful and it costs nothing. Letting your team know you appreciate them goes a long way in creating a positive work environment and a life-giving culture.
Natalie, Willow Brook Christian Home: “Larry mentioned in the training if something is in a grey area with an employee to err on the side of the staff and give them the benefit of the doubt. I think by doing this you are putting trust in your staff, and it made me feel more valuable.”
Dan, Willow Brook at Delaware Run: “It shed a different light on the history of Willow Brook. I mean I kind of knew where we had come from and started, but just hearing Larry explain the history gave a deeper perspective and understanding to Willow Brook’s beginnings. You can just tell there is something special about the leadership vibe – it’s different from anywhere I’ve ever worked and it starts with our leaders, which starts with Larry. You can really see how our leaders take on that servant’s heart to serve our residents and care for them.”
Cassie, Willow Brook Christian Village/Willow Brook at Delaware Run: “Larry’s leadership training emphasized how we can all be empathetic, encouraging, and inspiring leaders in any role; all it takes is heart and the desire to uplift those around us. With those attributes, we are invincible and strong because we are a unit, and at Willow Brook, we are a family.”
Adam, Willow Brook Christian Home/Willow Brook Christian Village/Willow Brook at Delaware Run: “Larry’s leadership classes were a great way to take a peek behind the curtain of the ins and outs of how Willow Brook has built such a reputable and impressive culture. It was a great way to meet new fellow leaders across Willow Brook’s campuses, and it offered a glimpse of the authenticity by which our CEO, Larry, operates. After the classes, I felt I had a better appreciation of the culture of Willow Brook, the intentionality by which it operates from the very top down, and a desire to want to help make the Willow Brook way successful.”
On behalf of all the leadership graduates over the years, we want to express our deep gratitude for our CEO Larry Harris. For decades, he has taken the time and effort to get to know employees across campus and operational lines, and to bring them together in service for a common mission. We’ll carry it all with us, Larry. And we’ll make you proud.