Stop Judging the Symptom. Start Seeing the Person.

Susan was the team member every manager wants. She walked into the office each morning with a bright smile & positive energy. She loved her job & her motivation was contagious.

She made coffee for her colleagues. She remembered birthdays. She didn’t just hit her numbers. She made everyone feel better.

Cassie, her manager, was grateful she was on her team.

One Monday-Cassie noticed something different.

Susan came in quiet. No smile or energy.

“Probably just a rough morning,” Cassie told herself.

But it wasn’t just one morning. The change stretched into days as Susan’s disposition, motivation & performance continued to erode.

She wasn’t engaged in meetings. Her laugh disappeared. She looked tired, withdrawn, disconnected.

Cassie tried to brush it off. “She’ll bounce back.”

But she didn’t.

Instead, things got worse including her performance. Missed follow-ups, dragging deals. Cassie’s worry turned into frustration.

“Is she burning out? Is she quietly quitting? Do I need to involve HR?”

Susan kept trying to uncover what was going on.

“Cassie, how are you?” she’d ask, habitually.

“Fine,” Cassie replied each time, her voice flat, aloof.

But Susan didn’t push. And Cassie didn’t open up.

Cassie finally called Susan into her office.

“We both know your numbers are down & more importantly your attitude. What’s going on?”

“I’ll get back on track,” Susan said faintly.

Two more weeks passed. Cassie’s attitude & performance continued to spiral & Susan became more frustrated.

She asked, “Cassie, can I share something I’ve noticed?”

Cassie nodded.

Susan looked at her & said softly, “Something seems to have changed with you. Your energy used to light up this place. I don’t want to overstep, but are you okay? Is something going on outside of work I should know?”

Cassie looked down. The tears came.

“I’m not okay,” she sobbed. “My parents are going through a terrible divorce. It’s been breaking my heart.”

Susan softened. The real truth surfaced.

She placed her hand gently on Cassie’s & said, “Cass, take the day. Take the week. I’ll support you any way I can. Whatever you need.”

One moment of authenticity. One question of care saved a relationship & a career.

Because Susan cared enough to ask-not assume it was job-related.

Not, “How are you?”

But, “Are you okay?”

Imagine the exponential cost if she hadn’t.

Cassie’s behavior & performance might’ve resulted in a performance plan & labeled “checked out.” Moved off the team. Terminated.

Instead, it ended with connection.

All because no one asked the questions that really matter.

Everyone carries things we won’t know unless we care enough to ask.

That’s what care is.

It’s not strategy. It’s a choice.

A choice to pause.

To listen.

To see the person, not just performance.

Care enough not to judge people only on what you see.

Because everyone’s going through something.

And what they need isn’t your plan.

They need your humanity, care & presence. Because that’s what great leaders do.