In a blog post, Eric Barker shares the insights from Harvard Business School professor Gautam Mukunda, author of Indispensable: When Leaders Really Matter and list down “Denial”, “Hubris” and inflated “Egos” as some of the most common mistakes leaders do. The post also talks about some good advice that leaders can do well to heed to.
I think that leaders need to create and keep an open line of communication to three kinds of people to stay grounded to reality.
- Frontline staff: Regularly engage your front line employees who sell/service your customer for a frank and open conversation. Keep these conversations open and use them as a pulse check for ground reality and bullshit detection. This will work best if you schedule some time every week and randomly pick staff and engage with them directly, without having to let any of their managers know about the discussion. This keeps everyone on their toes. Most importantly, act on the information that you learn as part of this conversation. This will ensure that your staff will also take these conversations seriously.
- Customer and customer Staff: Meet your customers (your counterparts and end-users of your products/services) and talk to them about the product or services. Try and learn why they do business with you and how they benefit from the product/service. Also, ask them about their opinion on how could you make it easy for them to work with you. Take their inputs with a grain of salt and find ways to use these conversations to explore better ways to work with your customers and make it easier for them to do business with you. Again, it would be best if you use your CRM system and get your assistants to schedule some of these appointments or calls directly.
- Someone who is not from your industry but serves the same market segment: Some of the most interesting insights about your customers can be gained by talking to other businesses (from different industries) that also sell to your current set of customers. You can then use these insights to improve your business and interaction with your customers.
If you are able to do these conversations regularly (at least weekly), you shall remain grounded to reality and will never have any dearth of ideas to improve your businesses.
This also has a ripple effect among your staff as they will also realize that you could end up talking to any of their customers and so will continue to treat their customers well. This will also ensure that your direct reports don’t filter out bad news for you, which in my opinion is the single biggest reason for organizations going bankrupt or missing out on huge opportunities.
The overall result would be that your organization will be considered more customer focused by the people whose perception matters the most – Your Customers.
Do share your thoughts about this approach for culture transformation.
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PS: A great video that talks about 5 techniques that you can use to keep your organization Customer Centric: