Leaders For Practical Growth

Enter The New Leader

One company hired a leader to grow their customer service business. The Business Unit Manager and his team defined their needs. The leader arrived – excited to bring what he learned from his experience. However, the business unit did not prepare for growth. They kept doing the same, expecting different results. The leader lost his coordinates and didn’t know where he was going. He learned to build small experiments to test what customers need. However the internal wing of the business, entrenched in old ideas, refused to listen to customers. Result: a costly loss. The leader couldn’t bring the company to accept what doesn’t work. How could the business unit manager have used the new leader so he could promote growth and not stiffen it? How could he have prevented the loss for new ideas?

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Defining The Chaos

When leaders arrive at any company, the company management rarely asks him or her to change culture. It’s an unwritten rule – happened here too. It wasn’t projects or products or even managing change. The company was in dire need for transforming the business – a 360 degree change in culture. As you know, this isn’t trivial. Sometimes companies have grown a certain culture over many years – changing takes years.

Studying The Customer

When cultures fail, it’s clear the focus isn’t on the customer. A leader who brings change tries to understand how customers live, decide and buy. It’s about learning the customer’s behaviors and traits. It needs the leader to invest his or her time. He or she needs to fill the gaps left over many years, where inward focus has led to bad times for the company. While the leader connects with the customer in his short tenure, the leadership now worries for quarterly results. If they see no upward trend, the leader is the one to blame – this creates an easy excuse, which one could avoid, The best approach starts with the business unit manager accepting what doesn’t work and not dodging the leader’s message.

Define Growth Timeline

When leaders join a company in need for growth, it’s about the top line and the bottom line. It’s about deciding on the market strategy, status of failures and where to avoid waste. The business unit manager needs to adjust his timeline. Such growth steps need a minimum of 2 and a half years to bear fruit. If you take the quarterly approach, it will erode the good work a leader could do for you. So the business unit manager needs to think about exploring new ideas, not exploiting them, creating value and not capturing it. After all, we buy on emotion and then rationalize using logic. If the business unit manager takes this practical approach, he’ll grow his business.

Written by Suresh Iyengar, P.E., President, Business Unit Execution LLC––“Explosive Business Coaching Houston Results For Small Business”. Want even faster results? Are you ready to learn? Call 281.410.5375 and speak to your Profitability Coach Houston today!

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