When people come to you with problems or challenges, don't automatically solve them. As a mama bear, you want to take care of your cubs, so you tend to be protective and insulate them against all those things. But if you keep solving problems for your people, they don't learn how to actually solve problems for themselves, and it doesn't scale. Make sure that when people come in with challenges and problems, the first thing you're doing is actually putting it back to them and saying: "What do you think we should do about it? How do you think we should approach this?".

My mother had a definite influence on my leadership style. She was very involved in the community. She would say that whenever you run into challenges or you're trying to make things happen, you've got to understand what makes people tick, what motivates them. Even though she was a business major in college, I think psychology was more of a passion for her.

A big part of my job is coaching and developing. I've hired the right team. But everyone has areas where we need to improve. One of the things that I do is discuss a leadership topic at our regular meetings. And it makes a difference, because through these leadership topics, I get to reinforce our culture, the style, what's expected.

Throughout my career, I had a lot of mentors, and I just adopted them. What I found is that, especially if you're young, when you go up to people and say, 'Would you mind being my mentor?,' their eyes widen. They literally step back. What they're thinking about is the commitment and time involved if they say yes. And time is something they don't have. So I would not ask them to be my mentor, but I would just start treating them like it. And that worked very well for me.

Everybody understands that no matter what your day-to-day job is, when something happens, everybody gets involved to get it fixed and make it right. It really comes down to teamwork. When people come into the culture and see that everybody in the company plays a role to make things happen, they also act. When people don't, then it just doesn't work, and they don't make it.

When people come to you with problems or challenges, don't automatically solve them. As a mama bear, you want to take care of your cubs, so you tend to be protective and insulate them against all those things. But if you keep solving problems for your people, they don't learn how to actually solve problems for themselves, and it doesn't scale. Make sure that when people come in with challenges and problems, the first thing you're doing is actually putting it back to them and saying: "What do you think we should do about it? How do you think we should approach this?".

I find that a lot of people don't take the advice they're given. But I would do what they suggested, and then follow up with them and say: "Hey, thanks so much. Here's what I did. It worked out great." Now what happens? They feel pretty good about giving you the advice because they had a positive impact. So when I reach out to them again, they're more likely to actually respond to my e-mail or my call. And then they might be more willing to have coffee with me.