Consider this month’s advice a call to action: it’s time to step away from your desk and spend real time with the members of your organization who make the wheels go ‘round. In my experience, the key players for any business fall into two categories: the customers, and the team members who most closely serve those customers. As a leader, how might you be able to spend more time listening to and coaching your people? How could you get more face time with your customers? If you want to drive success for your organization, these are the questions you should be asking – early and often.
If you are in the manufacturing world, make yourself a reliable visitor to the plants. Walk around and talk to everyone – don’t stop at the managers. Ask questions and garner suggestions about anything and everything. I am a great believer that those closest to the work know the most about it, so why not listen to those who really know? In my time at Tractor Supply Company, the best suggestions for improvement always came from those at the store level.
The same general plan could be followed whether your business is distribution, retail, restaurants, sales, transportation – anything! Those in the non-profit sector can also put these principles into action; for example, if you are in the business of improving schools, why not spend a significant portion of your time with classroom teachers, parents and students? Even the most well-versed leader cannot say they are the foremost experts on customer experience. Customers will always reveal a challenge or feature that had not yet crossed your mind. For truly curious leaders, this feedback is a gift.
When it comes to supporting your frontline staff, recognize your role as a coach and a teacher. In order to best offer the support your team expects from its leader, you must spend time in the trenches beside them. If you can see the work in action, you will better understand how your employees’ skills can be grown and developed. Employee feedback will also make more sense when you have seen their work in context.
Opportunities to support your team and your organization do not just take place in conference rooms. If you do nothing else this month, make the time to see your business’ work in action. Your team members and your customers can be your greatest allies – if you open the door to their perspectives.
published Nashville Business Journal
One of the most important lessons Joe taught us! “The best solution to any problem, the best ideas for innovation almost always come from those closest to the work”. Field staff need to be empowered to speak with megaphones and leadership teams must listen with Dumbo ears in an open, free exchange without fear of retribution!
I can remember many days early on at Tractor when Joe would just show up in my cube and ask lots of questions, listened intently and provided coaching when I needed it! I still recall those lessons as I lead my team today!