Quiet Committing: Cassie Pound Of Quality Heating, Cooling, Plumbing & Electric On The Five Commitments High Impact Leaders Make & Keep To Themselves Daily
An interview with Karen Mangia
Delegate and trust my team that they will get the job done and I don’t need to micromanage and take it back from them.
Quiet quitting is the emerging phenomenon of employee disengagement, essentially quitting on the job. What strategies do high-impact leaders deploy to motivate themselves and those around them to move from quiet quitting to quiet committing? Because, at its core, there is no change without commitment. Commitment to change ideas. Change beliefs. Change perspectives. Change routines, rituals and boundaries. Organizations change one commitment at a time. One leader at a time. As part of our series about “Quiet Committing: The Top Five Commitments High Impact Leaders Make & Keep To Themselves Daily”, we had the pleasure of interviewing Cassie Pound.
Cassie Pound is the co-owner of Quality Heating, Cooling, Plumbing, & Electric in Tulsa, Oklahoma, the Co-Host of the Power Women of the Trades Podcast, and co-host of The Tulsa Talks Business Podcast. Cassie is a 10-year veteran in the HVAC industry with a background firmly rooted in HR, Sales, and people management. After a long career in the retail industry, she decided to pursue new opportunities ultimately leading Cassie to join her husband in the HVAC industry. With Cassie’s unique blend of expertise and his good quality workmanship, they were able to make an impressive name for themselves. Cassie’s skill set has proven to be a valuable asset to their thriving business where customers can expect high quality services every time. She is an advocate for women and has a mission to help women find their sport in the trades industry through the podcast and the connections she makes.
Thank you for making time for our visit. What was the first job you had, and how did that job shape the leader you are today?
My very first job was a cashier at a local grocery store, and it was quite the transformative experience for me. Back then, I was quite shy and tended to keep to myself. But diving into the world of customer service forced me out of my comfort zone in the best way possible. Interacting with people from all walks of life on a daily basis challenged me to open up and communicate more effectively. I found myself breaking out of my shell and embracing a more confident and outgoing demeanor.
We’re talking about quiet quitting in this series. What’s the greatest lesson you’ve learned from a job you decided to quit?
One of the biggest lessons I’ve learned from a job I quit is that you don’t have to tolerate a toxic work environment. It became clear to me that staying in a place where negativity was the norm had a huge impact on my mental and emotional well-being. The experience taught me the importance of prioritizing a healthy work culture and finding a workplace that values respect, support, and professional growth. I know that I have not always been that leader, but I am actively working to become that leader.
Employee Engagement is top of mind for most organizations. How do you define an engaged employee?
I would say an engaged employee is someone who is highly involved and excited about their work and the place they work. Also, someone who is not only committed to the business’ goals and values but also motivated to reach the goals and portray our core values.
Say more about your Employee Engagement portfolio. What’s working? What’s not working? And what are you piloting now to address the Quiet Committing trend?
No one really wants a pizza party. I remember working for other companies and was often rewarded with a pizza party that was then monitored by how many slices someone could get. It’s almost a slap in the face to say “here’s 2 pieces of pizza that cost me about $2 as a big thank you for the thousands and thousands you did for us”. We focus on 1) paying our team well and in a manner that they aren’t reliant on that perk 2) We offer rewards, spiffs or bonuses that match the ask. 3) We celebrate. We are big on parties, new perks and benefits.
As goes the leadership, so goes the team. How do you hold leaders accountable for their own level of engagement?
I hold leaders accountable by setting clear expectations and goals, providing excellent compensation, and regular performance reviews. I lead by example by modeling the behaviors I expect and show commitment to the initiatives that we are working on. I’m always accessible for our team and I know that is portrayed by the others as well. I demonstrate one of our core values (celebrate the win) by celebrating their successes.
The first phase of the pandemic ushered in the phenomenon called The Great Resignation, where employees left organizations to pursue greater meaning and purpose. Then came The Great Reshuffle, where employees left organizations to pursue promotions, pay and perks. Now we’ve entered a third phase, Quiet Quitting, where employees are deeply disengaged. What do you believe to be the key drivers of Quiet Quitting?
People want to have structure, feel valued and be properly compensated. Communication is the biggest key to make sure those things happen. I believe most often when people quit it’s a direct failure of one of those things. Did they have an understanding of their job and the tools to do that job? Did they have regular performance reviews to know if they weren’t doing something right OR on the right track? We’re we communicating properly? Are we celebrating their wins? Are we recognizing if an environment has become toxic? Are we holding people accountable by our company values?
What do you predict will be the next phase in the evolution of the employer / employee landscape?
I think there is going to be a focus on employee wellbeing. I’m a big advocate for mental health but whole health is huge. Whether it’s mental or physical well-being or even financial well-being, some often need guidance or the first steps on how to accomplish those things. I foresee a better integration of work and personal life but still fluid boundaries between the two.
What leadership behaviors need to evolve to improve employee engagement in a sustainable way?
We should foster a positive work environment, promote trust and respect, and align with the ever-changing expectations of the workforce. It’s critical that we not stay in the past and we consistently work on being better people and better leaders.
Change requires commitment and happens one choice at a time. What are the top five commitments you make and keep to yourself daily that have a material impact on those you lead?
1 . Transparency
2 . Accessible to my team
3 . Constantly willing to grow with the team to show them that we grow together.
4 . Delegate and trust my team that they will get the job done and I don’t need to micromanage and take it back from them.
5 . Regularly acknowledge the hard work that my team is doing.
What’s the most effective strategy you’ve discovered to get back on track when you break a commitment you’ve made?
Taking ownership of the mistake, identifying how or why I made the mistake, and being vocal about what I will do to fix it and how I have grown from it.
Thank you for sharing these important insights. How can our readers further follow your work?
You can tune into the Power Women of the Trades Podcast and the Tulsa Talks Business Podcast! You can also follow me on LinkedIn or Facebook.
We wish you continued success and good health!
About The Interviewer: Karen Mangia is one of the most sought-after keynote speakers in the world, sharing her thought leadership with over 10,000 organizations during the course of her career. As Vice President of Customer and Market Insights at Salesforce, she helps individuals and organizations define, design and deliver the future. Discover her proven strategies to access your own success in her fourth book Success from Anywhere and by connecting with her on LinkedIn and Twitter.
Quiet Committing: Cassie Pound Of Quality Heating, Cooling, Plumbing & Electric On The Five… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.