She Avoided Destructive Comments

The different branches and divisions within Andavo all suffered losses during the first quarter after 9/11, but some—depending on their business mix (in this industry, the ratio of leisure versus business travelers)—suffered far deeper losses than others. In fact, some divisions of Andavo were “carrying” others for a while. To have revealed this information to all Andavo employees in her regular quarterly report, Rivers said, would have been irresponsible. Such “finger pointing” might have stirred animosity and “us versus them” attitudes instead of Andavo’s usual team orientation. In her report, Rivers did not break out financials into the different divisions but shared information about the company as a whole.

She Showed That She Valued Others

Fast forward to the first anniversary of September 11. Rivers asked Andavo employees to gather in the conference room, and they all stood in a circle and held hands during a moment of silence. Rivers thanked them for pulling together during the past year and reminded them how much they had to be proud of. Andavo employees had been encouraged to feel proud all year long; even though the budget was unusually tight, Rivers had continued to show appreciation. Instead of a holiday party at a fancy restaurant, the team gathered at an Andavo executive’s home for a simple meal and an exchange of “white elephant” gifts (something one has but is willing to give away). Every employee also received a personalized, handwritten note from Rivers, thanking each for his or her individual and unique contribution to Andavo’s success.

Indeed, Andavo had weathered the storm and came out with 25 percent revenue growth, not one lost customer, and no layoffs. Workers in the San Francisco office pulled together and, after several months, told Rivers that they would not need a manager after all. And with Andavo back on track, Rivers even had her nest egg back.