Senior Leadership in Customer Details

“I have always found that having senior people who demonstrably care enough to pay attention to customer-focused nitty-gritty details – as opposed to just the stock price – serves to encourage everyone in the organisation to get into the habit of seeing what you look like from the outside in. A domino benefit is that middle managers don’t want a senior officer to be the first to tell them how their part of the operation looks from the other side of the fence, especially if they’ve never troubled to set foot over there themselves!”

“John makes it part of his routine to do what the Australians call ‘going walkabout’ around the company. When he does this, one of many things that make the NBO different is John’s habit of not just saying ‘Hi, how are you?’ but instead taking the time to get into deep impromptu discussions with all level of employees and, importantly, acting on their feedback rather than telling them he’ll ‘consider it’ and moving on.”