Three Minute Leadership- Voices Ringing In Your Ears
To: The Great Leaders Who Have a Passion for Continuous Learning
In the recent Knowledge@Wharton Newsletter is an article, Leadership and Change, in which Brian Cornell, CEO of Sam’s Club, speaks of his company’s Four Essential “Cs” of leadership: Customer, Cost, Competition and Colleagues. In the introduction he shares a story from his own experience about a conference at which Steve Jobs spoke. Cornell posed Jobs a question that concerned the use of focus groups as a tool for identifying customer needs. The response he received from Jobs provides rich food for reflection on the importance of listening, and even more importantly, the importance of responding to what we hear.
“He [Steve Jobs] told me the iPhone wasn’t even particularly on the company’s agenda, that they were really looking at other categories of products…. But he and his executives were sitting around each day and complaining about how they hated their phones. They realized that it was probably also true of their customers. It’s not that Apple invented the mobile phone, but Jobs could see that by taking away a customer’s pain point — making a better phone — he could make a customer for life. For that he has been celebrated, as well he should, since one of the great things you have to do as a company — as a leader — is be aware of your customer’s pain points and alleviate them.”
While the story is specifically market-focused, underlining the importance of understanding customers’ needs for business success, it also ranks of equal weight to the many customers in the lives of great leaders: the people they serve in their organization, family and friends. As Woodrow Wilson, 28th U.S. President, said: “The ear of the leader must ring with the voices of the people.” The voices provide direction and fuel for their actions. They highlight priorities and need for changes. They offer diverse perspectives, ideas and startling alternatives. They inspire and motivate others to go to a higher level. They, at times, cry and ask for help.
Fill your ears with these voices that they may serve you in your growth and that of your organization and its people, your family and the community you serve. As you listen to them, remember the wise counsel of Peter Senge, author and scientist: “To listen fully means to pay close attention to what is being said beneath the words. You listen not only to the ‘music,’ but to the essence of the person speaking. You listen not only for what someone knows, but for what he or she is.”
Have a beautiful day and a fantastic week!!!
Mike