This one’s for the mirror, and every senior member of the team … When was the last time you spoke with the customer?

When did you last have an expansive, digging in the bull rushes conversation with a customer – something that was more than sorting a simple query or dealing with an issue, something with an agenda based on the wide open spaces of what they’re trying to achieve, what’s in their way, how well your team is doing at solving their biggest problems, what kind of things make them look around for help?

When was the last time you weren’t hurrying on to the next thing and really swung your chair around, and listened?

Because that’s where the next things come from. Not from tactical manoeuvring, but from digging around the bigger issues in collaboration.

Skippy strategy: Make more time to speak and listen and connect with the customer.