The Little Book of Leadership Development

[41]Get Out in the Field

LEADERS MUST HAVE an awareness of their customer’s or client’s experience. Whether these individuals are internal or external to the organization, it is crucial that your team have a grasp on the perspective of your key constituents. This is important for a number of reasons. First, showing an interest in the experience of your customers will stand out from the crowd. In other words, you will be perceived as going above and beyond that of other service providers. The gesture communicates an interest in the client experience that is not often prioritized. Likewise, the process will shine a light on some of the challenges or opportunities for improvement. Of course, the entire process also serves as ongoing training and ...