Steady in the Storm
In a span of three days this week, every one of our laundromat stores took a hit.
At one store, a third of the staff quit in one day.
At another, we dealt with misconduct.
We had vendor misinformation.
We had a leader in the hospital longer than expected.
It was not a normal week.
When I gathered our managers, I started with this:
“If you’re tired, that makes sense.
If you’re frustrated, that makes sense.
If you’re emotionally drained, that makes sense.”
But then I pivoted.
“Our job is not to avoid chaos. Our job is to stay steady in spite of it.”
Where Hurt Actually Originates
I taught them something simple but powerful.
Hurt always starts with a missed expectation.
Expectation → Hurt → Anger → Resentment → Depression
You expect your team to be stable. They quit. You hurt.
Hurt left unresolved turns into anger.
Anger left unresolved turns into resentment.
Resentment left unresolved turns into depression.
If you do not address your hurt early, it compounds. And compounded emotion is what makes leaders burn out.
The key is not to eliminate chaos, but rather to eliminate surprises by managing your expectations.
Thinking Time Changes Everything
We introduced a ten-minute thinking discipline before every shift.
During these ten minutes, ask yourself:
Who might not show up today?
What machine could fail?
What customer issue could escalate?
Then ask:
If that happens, what are the first two steps I will take?
You absolutely do not need to devise an entire solution. Just come up with the first two steps.
Preparation reduces surprise.
Less surprises reduce hurt.
Less hurt translates to less poor decisions.
The brain hates uncertainty. Thinking time builds steadiness.
Responding Beats Reacting
Reacting is emotional-brain first.
Responding is logical-brain first.
When emotions are high, buy time by saying something like, “I need a few minutes to think through this.” “Let me check on that and get back to you.”
Even sixty seconds slows your heart rate and reengages logic.
Almost nothing in our stores requires a five second answer. I bet that is the same in your business. Use those full sixty seconds to engage your logical brain before responding.
The Solomon Paradox
There is a principle called the Solomon Paradox. It essentially boils down to the concept that we give better advice to others than we give ourselves.
When chaos hits, imagine you are advising another leader in your position. What would you tell them to do?
Distance yourself from emotion. Step outside the moment. Imagine yourself as a "fly on the wall."
Then ask yourself one powerful question: What would a calm leader do right now?
That question alone changes posture, tone, and outcome.
Identity Over Emotion
We closed our session with this reminder: “This week did not mean we failed. It means we are leading something real.”
Managing chaos is part of leadership. Emotional instability does not have to be.
Before convening, we made three commitments to ourselves and our teams:
Engage in ten minutes of thinking time before every shift.
Identify three possible disruptions daily.
Use one time-buying phrase before reacting.
We cannot eliminate chaos. But we can eliminate surprises.
And when we eliminate surprise, we eliminate much of the stress.
You are capable of more than this week tried to convince you of.
Stay steady.
Want more like this every week?
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God Bless!
~ Schuyler Williamson