The Greatness Project

Pride Goeth Before Greatness

May 15, 2004

“Pride goeth before a fall” is an Old Testament proverb that many of us encountered during our developmental years. We think a more intricate perspective underlies the broad statement. Over the past three years, we’ve noticed how the great individuals and companies we’ve studied share a foundational belief. All have pride in themselves and their accomplishments. This is not an arrogant belief that they’re untouchable or unaccountable to anyone, but a sense that they and their work are worthwhile.

Great individuals manifest pride in how they value themselves and their work. Because work is a manifestation of who they are, they take special care to deliver exceptional service or value because they have to deliver the best. Our finest example of this ethos is Sammy, who worked at the Sunoco gas station in Ewing , New Jersey. Sammy treated customers as if they were driving up to the Ritz.

When we first interviewed him, Sammy told us, “If anyone leaves my gas station and are not happier than when they arrived, I failed.” So committed was he to servicing each customer that we initially thought he owned the gas station. His contribution was magnified in our eyes when we realized that he simply pumped gas and dispensed the finest service around. There was always a line at the station and it was because of Sammy.

We recently dropped by the Sunoco station just to see Sammy, only to discover he’s no longer employed there. We were told that one customer was so impressed with his dignity and service that he offered Sammy a higher-paying job. Sammy’s pride in himself paid off.

Corporations and companies generate emotional reactions from their employees. When this reaction is pride in the organization, individuals manifest their pride—or sense of positive ownership—in the consistent positive, proactive behavior they pour on their customers or into their work. They want their company to maintain its positive reputation and will do everything in their individual power to make it happen.

We experienced the power of pride while delivering a developmental session to Metropolitan Museum of Art employees. We were stunned by the length of service most of them held. When questioned why they stayed, they told us about their respect for the institution and their desire to see it persevere. They regaled us with story after story about the museum’s success, sounding like parents bragging with pride. And their pride revealed itself in how they wanted to learn how to create an even better environment.

Similar pride was manifest to us at the Westin Grand Bohemian Hotel in Orlando , Florida . This amazing hotel is an absolute jewel with an art collection distributed throughout and a Bösendorfer grand piano in the lobby. Employees’ pride is revealed in the care they take with each guest and the passion they exude when asked about the hotel.

Perhaps we need to nuance the phrase “Pride goeth before the fall” to “Pride precedes greatness, arrogance goes before the fall.” Sammy’s pride in himself created more opportunities for him to excel. The Met continues to be the number-one tourist attraction in New York City . And, the Westin Grand Bohemian Hotel has won the Best Service Award two years running and its employees were quick to tell us that they want to win the award again this year.