Management progression should not be based on greater insulation from customers. Emerging leaders must spend time on the ground to build a true customer service culture.
The CEO of a big fast-food chain sat in his corner office looking out into the bright blue sky with his childhood friend. Through sheer grit and determination, he’d built the company from his father’s modest neighbourhood food outlet thirty years ago.
It was now his fiftieth birthday and he was reflecting on his life. ‘I have this feeling that there is something missing,” he complained to his friend who was sitting across the table.
“Take a break,” said his friend, noticing the tinge of gloom, “God knows you have earned it!”
The next day, the CEO and his friend boarded a bus that would take them to the most challenging trek up in the mountains. ‘A new challenge,’ thought the friend, would set the CEO right.
