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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 development for the employee, as well.

While a simple idea in theory, much can be done with the new-found knowledge acquired via the experience. For instance, you could ask your team members to provide a report that highlights opportunities for improved service and then ask him or her to champion the process. Likewise, you could charge your employee with assembling a team to work on the problem and then ask her to present reflections to key decision makers (an offshoot of Tip #22: Establish Action Learning Projects).

A manager in a nonprofit agency invited select employees to spend a day with their clients. Beforehand, she worked with these employees to develop an observation and reflection template. They observed key predetermined criteria and then jotted notes regarding their reflections of each. Not only was the learning inspiring for each employee, great conversations occurred when these employees got together as a group and shared their learning with each other. This manager now has this as part of every employee’s development process.