What is a Linchpin? Well, before we get into that, let me tell you about Marcus.
It was March of 2020. We were shutting down entire hotels, restaurants, and public spaces. Our restaurants were closed, our hotels were empty, our malls were deserted. For the first time in my career, I had to think about the unthinkable—a 100% empty hotel. One of our properties, a historic hotel over 100 years old, had an emergency. Our century-old drains were drying out and cracking. We had never planned for the hotel to be completely empty—because it had never been empty. Even at minimum occupancy, we’d still have about 20% of the rooms filled, along with employees in the building, so something was always going down the drain. But not this time.
The government-mandated COVID-19 lockdown meant that all employees were home. We couldn’t be together, and we couldn’t be there. Only essential personnel were allowed on-site.
And that’s where Marcus came in.
Marcus was the only person, out of a staff of 600, who was both capable and willing to step up. He understood how to keep the hotel's water running just enough to prevent millions of dollars in damage from the dried-out drains. Yes, you read that right—I had been in the industry for over 20 years, and even I had never heard of this specific issue before.
Marcus exemplifies the linchpin—the irreplaceable, quiet hero of the team. When you talk about layoffs, tight budgets, or cost-cutting, his name never comes up. The organization knows that while they could potentially survive without everyone else, they simply cannot function without Marcus. His journey to becoming a linchpin wasn’t about being in the spotlight. His 25+ year career was built on showing up when others didn’t, adding value in ways that went unseen, and being the glue that held everything together.
1. The Linchpin’s Impact: More Than Just a Role The linchpin is not a formal title, yet every successful organization has a few. Linchpins create stability in uncertainty, influence culture, and make the team stronger by their actions. In times of stress, when others falter, linchpins stay grounded. They are the ones connecting the dots, anticipating needs, and proactively addressing issues before they escalate.
Marcus’s Example: When the entire hotel was shut down, Marcus didn’t wait for a directive. He stepped up—not with grand gestures, but through small, consistent actions that ultimately made the difference. He knew the drying drains would cause millions in damages and, despite the unprecedented situation, he kept the water running just enough to protect the property. Marcus didn't need fanfare. His adaptability, emotional intelligence, and quiet leadership saved the hotel from an unseen disaster. It was his proactive mindset and willingness to act in a time of crisis that made him irreplaceable.
↳ Key Idea: Linchpins, like Marcus, elevate their teams not by being the loudest voice, but by being the most reliable and adaptable force.
2. The Path to Becoming a Linchpin Linchpins don’t become indispensable overnight. They are molded through experiences, challenges, and intentional self-development. Here are three essential qualities that help guide you toward becoming a linchpin:
Study Insight: Harvard Business Review on Emotional Intelligence:Research shows that emotional intelligence (EI) is a strong predictor of workplace success, with high EI being linked to better leadership, team performance, and overall success in professional roles. It accounts for nearly 90% of what helps people rise in their careers when IQ and technical skills are comparable. Studies also show that EI boosts organizational performance, as seen in companies like Sanofi and Motorola, where EI training led to improved productivity and annual performance increases. You can read more about this research in the article titled "Emotional Intelligence Is No Soft Skill" on Harvard Professional Development. Read it here: Harvard DCE
■ Here’s an Uncomfortable Idea: You can have all the talent in the world, but without emotional intelligence and adaptability, you’ll never become truly indispensable.
↳ Key Idea: These traits separate linchpins from others. Their growth mindset and human skills make them stand out.
3. Leaders Play a Role: Creating an Environment Where Linchpins Thrive Becoming a linchpin is an individual journey, but leaders have a responsibility to cultivate an environment that allows linchpins to emerge. Here’s how leaders can nurture future linchpins.
Here are some additional information on the subject: Why Emotional Intelligence Is Important in Leadership.
Trend Insight: In today’s workplaces, psychological safety has become a crucial factor in innovation. Google’s Project Aristotle found that teams that feel safe are more likely to take risks and perform at higher levels, and it’s within these teams that linchpins often emerge. Unfortunately, Google hasn't publicly released a single definitive source for Project Aristotle. Much of the information about the project comes from articles and interviews, like this one in the New York Times Magazine: What Google Learned From Its Quest to Build the Perfect Team
↳ Key Idea: Leaders who empower and trust their team members cultivate a culture where linchpins can rise.
4. The Linchpin in the Future Workplace As industries continue to evolve with AI, robotics, and automation, the role of the linchpin is becoming even more critical. In a world where routine tasks are automated, the irreplaceable value of linchpins lies in their human qualities—creativity, emotional insight, and problem-solving. These are the skills that machines cannot replicate.
Future Insight: The World Economic Forum’s Future of Jobs Report predicts that critical thinking, creativity, and emotional intelligence will be some of the top skills required in the next decade. Linchpins possess these skills in abundance, making them vital to organizations navigating this rapid change. Here is the PDF version of the report.
↳ Key Idea: Linchpins are not just surviving the future of work—they are the ones shaping it.
Becoming a Marcus In the end, what makes a linchpin indispensable isn’t just their ability to get the job done—it’s their human touch, their ability to inspire, support, and elevate the team around them. Linchpins like Marcus remind us that, in an increasingly automated world, humanity is our greatest asset. We need to be more like Marcus, teaching our teams to adopt his mentality of quiet, consistent action and irreplaceable value. Marcus, I share your story with your permission because you are a shining example of a life well-lived.
It’s what makes linchpins irreplaceable.
#stayhuman #seeyouatthetop
** Credit to Seth Godin for his book "Linchpin" and for opening my eyes to the concept.
