Welch Spent 15% to 20% of his Time Interacting with Customers
When you consider the value that we place on time as managers, it amazing when you realize that Welch took a fifth of each working day and spent it listening to and interacting with customers.
There was more than one time that Welch received information that he wouldn't have otherwise known about concerning the quality of the products the various companies in the General Electric (GE) fold were making.
While our greatest resource is our people, at the same time, very few people within a company will have the overall view of what's going on then management. I said overall view, not detailed view. Our people always have a better understanding of the everyday details of the business or businesses.
But when business leaders snoop around, they can make connections that most everyday workers couldn't. That's why it's so important to be in connection with our customers at various points of the processes we run.
This isn't just an interesting little side to a business, all great managers and business leaders have done this. It's one of their top priorities and competitive edges.
The time spent is never wasted. It gives us feedback far better than any poll or survey could do; and up to date too.
I think this should be a prerequisite of any management position in any company. The rewards are priceless.
Other Jack Welch Resources:
Jack Welch's advice to MIT Sloan students
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