The best leaders don’t just lead from the top—they show up where the real work happens. When Steve Gordon took over California’s DMV, he didn’t start with memos or mandates. Instead, he hit the road, logging 50,000 miles to visit all 180 DMV offices. Why? Because leadership isn’t about titles—it’s about presence. Gordon’s turnaround of the DMV is a masterclass in using connection to drive systemic change. His approach—Show Up, Speak Up, and Share Stories—offers a powerful roadmap for leaders looking to build trust, inspire teams, and create lasting impact.
Show Up: Presence Builds Trust
At the time, California’s DMV was synonymous with inefficiency. Hours-long waits and outdated systems frustrated the public, and Governor Gavin Newsom brought in Gordon to fix it. His first move? Getting on the ground to see the challenges firsthand.
Why Presence Matters
Leaders often underestimate the power of simply showing up. Gordon’s road trip wasn’t just symbolic—it was a commitment to understanding employees and customers directly. That visibility built credibility and trust at every level. One moment stands out: At a field office near the Oregon border, employees braced for another long day of frustrated customers. But instead of issuing directives from headquarters, Gordon stood alongside them, listened to their challenges, and shared his vision. It wasn’t just about fixing systems—it was about valuing the people within them.
Lesson for Leaders
Be where the work happens—your presence signals commitment. Whether it’s walking the floor, hosting open office hours, or even scheduling regular virtual check-ins, your presence communicates respect and commitment. Connection starts with showing up.
Speak Up: Creating Space for Others
A major barrier to progress at the DMV was a culture of silence. Employees had stopped questioning inefficient processes, assuming the system was immovable. Gordon knew breaking this cycle was crucial. He didn’t just show up to listen — he encouraged employees to speak up.
The Andrea and Samantha Story
One of the most powerful examples came from Gordon’s “Director’s Corner” video series. During a field visit, he asked two employees, Andrea and Samantha, to name the most frustrating customer issue. They pointed to the convoluted wording of the organ donation section on license applications. Customers were confused — some even joked that it sounded like the DMV was preparing to harvest their organs on the spot.
Andrea and Samantha didn’t just identify the problem; they sketched out a solution on sticky notes. Gordon brought their ideas back to headquarters, where engineers quickly implemented the changes. The result? A smoother, less stressful customer experience.
Gordon didn’t just fix the issue; he celebrated Andrea and Samantha in a video shared across the DMV. He used their story to encourage all employees to identify and share obstacles they encountered, reinforcing that their voices mattered.
Lesson for Leaders
Psychological safety is the bedrock of innovation. Encourage employees to share their perspectives by celebrating their contributions publicly and acting on their insights. When people see their ideas making a difference, they’re more likely to speak up.
Share Stories: Inspiring Change Through Emotion
Stories are a leader’s superpower. Data and directives might inform, but stories influence and inspire. Gordon’s transformation efforts were fueled by storytelling, and he used them to connect, align, and energize his team.
How Stories Drive Culture
When Gordon shared Andrea and Samantha’s story, it wasn’t just a tale of process improvement; it was a call to action. He framed it as a journey — these two employees spotted a problem, took initiative, and contributed to a broader mission of improving customer service. That story didn’t just inspire; it created a ripple effect of pride and proactive problem-solving across the DMV.
Gordon also shared stories of setbacks and triumphs during his visits. Whether celebrating a team that reduced Real ID processing times or empathizing with employees overwhelmed by change, he made the mission relatable and human. Stories like these made abstract goals tangible and kept momentum alive.
Lesson for Leaders
Use storytelling as a tool to build connection and influence. Share wins, highlight employee contributions, and frame challenges as shared journeys. Stories help people see their role in the bigger picture and create emotional investment in the mission.
Bringing It All Together: Practical Applications
The DMV story underscores how transformational leadership requires ongoing commitment. Leaders can adopt Gordon’s principles in their own organizations to create lasting change.
- Show Up: Be Present
- Schedule regular visits to frontline teams or customer touchpoints.
- Engage directly with employees to understand their challenges and successes.
- Use these interactions to gather unfiltered insights.
- Speak Up: Foster Psychological Safety
- Actively solicit feedback through surveys, forums, or one-on-one meetings.
- Create platforms to spotlight and reward employee contributions.
- Model vulnerability by acknowledging your own challenges and uncertainties.
- Share Stories: Amplify Impact
- Celebrate successes publicly to reinforce desired behaviors.
- Share stories of innovation and problem-solving to inspire action.
- Use narratives to align teams around a common mission.
Leadership Is an Ongoing Journey
Transformational leadership isn’t about quick fixes; it’s about creating a culture of trust, innovation, and pride. As Gordon himself put it, “We still have a lot more to do; we are certainly not celebrating in the end zone yet.” His humility and commitment to continuous improvement remind us that leadership is a marathon, not a sprint.
The next time you’re leading a team through change, remember this: show up to connect, speak up to empower, and share stories to inspire. Leadership isn’t just about the destination—it’s about how people feel along the way.
