Why Leadership Presence Can’t Be Delegated

Lately, I’ve been thinking about things that can’t be handed off, no matter how big a business gets. Being present is one of them.

Jeff Carmon, Director of Business Development for Frantz Building Services, said it well in an interview with Contracting Profits magazine:

“There are things you can delegate, and there are things you need to do yourself. Presence is one of the latter. You don’t have to be everywhere, but you do need to be somewhere.

I remember my dad making time every week to connect with people in the field—not to micromanage, but to stay grounded in the work. That rhythm gave him credibility and context.”

That idea isn’t new. Back in 1982, Tom Peters and Robert Waterman introduced what they called Management By Walking Around (MBWA) in their book In Search of Excellence. In practice, it’s pretty simple, although not always common:

• Walking the shop floor or office regularly
• Talking with people about what they’re working on
• Asking questions—and actually listening
• Building trust one conversation at a time

Years ago, we worked with the owner of a large Midwestern plumbing company, who told me his favorite part of the day was early morning—walking the garage as his techs loaded their trucks. He wasn’t checking up on them. He was connecting.

Over time, he got to know their families, their interests, and what made their jobs harder than they needed to be. That gave him real insight into how to make the work more productive, safer, and better for everyone involved.

I saw the same principle play out with a mentor of mine, Nick Paolella, who built one of the largest distribution companies in the cleaning and restoration industries.

For over 25 years, my colleagues and I traveled to Nick’s locations to teach week-long business programs. And every single time, Nick showed up. Not in the store manager’s office, but in the classroom and the warehouse. He served lunch. He cleared tables. He stayed afterward and talked with attendees.

Nick understood something a lot of leaders miss: relationships are built in the moments that don’t look like “management.”

I’ve come to think presence is one of the most underrated tools a leader has. Being present strengthens trust. And trust is what everything else is built on.

Carmon closed his interview with this:

“If it’s been a while since you’ve visited a customer site or talked with a cleaner, consider making space for it. You might be surprised by what you learn.

Showing up won’t appear on a profit and loss statement, but it will shape your culture. Pick a site. Pick a cleaner. Pick a customer. Show up next week and see what happens.”

He’s right. Presence can’t be delegated.