Everyday owner/CEOs and their managers hear stories from
employees, customers, suppliers and others about why the sale was not made, the
product is not ready, the payment is late, or the parts are not available, etc.
In fact, one of their regular daily tasks is separating fact from fiction: Why did the customer not buy from us? What is the real cause of the product
delay? Is the customer in financial difficulty? What is the proper process for
ensuring parts availability?
The challenge in each of these situations is to by-pass the “blame game” (“it’s someone else’s
fault or problem”) and get to the heart of the matter so that appropriate
corrective action can be taken when and as necessary.
Here are some suggestions:
- Read the available reports, but
- Always have multiple sources of information inside and
outside the company
- Talk with customers regularly
- Talk with suppliers and other external business partners
- Talk with front line employees
- Inspect all areas of the business, and
- Ask lots of questions
The goal is to gain enough information to know when and
where management intervention is needed. The real answers to our earlier questions may come from the most
unlikely sources; paying attention
is essential.