You may recall it dimly as a “must read” Restoration comedy of manners from English
lit, but it’s also the best advice ever for managers. Here’s what a “stooper” is. It’s the
manager who, after seeing a bit of paper on the floor (or any other task needing to be
done) “stoops” to pick it up. “Stoopers” are at the opposite ends of the spectrum from
“Snappers.” Snapper, faced with the same situation, like that little piece of paper on
the floor, don’t stoop, they snap their fingers to call someone else of lower rank to bend
down and pick up the offender. The message: “I’m too high and exalted to stoop so
Why does stooping conquer? Two reasons. First, seeing someone stoop earns beaucoux
positive points with potential residents and family members. They think, “Wow!
Someone who’s not beneath stooping to put something right is exactly the kind of
person I want taking care of me/my family member.” The snapper, on the other hand,
inadvertently reveals the paramilitary nature of the organization she’s created. Snapping
may send a message of efficiency but not one of warmth and loving.
One more reason stooping conquers. When employees know that their managers don’t
think they’re too good to pitch in and help, they truly feel part of a team. They, in turn,
will model that behavior, preventing that poisonous “it’s-not-my-job” attitude.
So, if you want to conquer your residents, family members, prospects, and employees—