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7 8 I M P O R TA N T Q U E S T I O N S E V E R Y L E A D E R S H O U L D A S K A N D A N S W E R
Some people will need help to see how their work links to the work of others within the organization to ultimately serve your external customers. 2. People’s answers will be wrong. Don’t get mad. This is a perfect time for a follow-up question. What leads you to believe this? would be a good possibility. People may have been given incorrect information, may have jumped to a conclusion from a single encounter, or may be relying on old data. Helping people learn their customer responsibilities and fostering continued dialogue can clear up this misinformation. 3. People’s answers will confirm things you already know. Don’t get complacent. These responses, while comfortable, need to be looked at carefully. Do you really know your customers well or are you collectively operating on old data? Funny how one question leads to another, isn’t it? 4. People’s answers will surprise you with insights you’ve never had. Don’t be embarrassed. These are the most exciting answers of all. Insights are a function of viewing the status quo with new eyes. If you lead an organization filled with people who consistently scan their environment, think about what they see, and draw insightful conclusions…well, things hardly get better than that!
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