It can be hard to experience what your customer encounters when you view your organization from the position of leadership. Putting yourself in the customer’s shoes and experiencing your product from the consumer vantage point will enable you to implement the all-important practice of continuous improvement. Observe, and make things better along the way. Little improvements can make large differences.
As a leader, it is imperative to make observation a priority. Make it a discipline to get out on a consumer level. Plan the time and put in the effort. As you observe, give feedback: the positive and the negative. Don’t just provide a laundry list of mistakes. Catch people doing right. It’s not micromanagement…it is seeing if your expectation matches the experience.
It can be easy to fall into the trap of checking a task off of a list. Perform a root cause analysis. Was it a one-off, or is there a deeper issue? Do business with yourself. Take customer complaints and use them to improve. Follow up and make sure to inspect what you expect. There is always something else to learn.
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How’s the Culture in your Kingdom? By Dan Cockerell