Before you make a decision in the boardroom, talk to the people who will make it work.
A new sales process. A change in customer support. A revised partner program.
Leadership reviews the numbers, debates the options, and approves the plan.
But how often does anyone ask the employees who will execute it—or the people who speak with the customers it will affect?
Your frontline teams know where customers get frustrated. Which steps slow down a sale. Where a policy creates extra work. And which workarounds keep things moving.
That knowledge doesn’t always appear in a dashboard.
Seek your team’s advice. The people closest to the work often see what leadership misses. Before finalizing a change, ask:
- “What are we missing?”
- “How would this affect your daily work?”
- “What would this mean for our customers?”
- “What would you change to make it work better?”
Leadership still owns the decision. Listening gives you better information to make it.
It also gives you the opportunity to explain the tradeoffs, address concerns, and improve the plan before asking people to execute it.
Then close the loop. Tell your team what you heard, what changed, and why.
When was the last time frontline feedback changed a decision in your organization?
#Leadership #Management #CustomerExperience