One of my mentors taught me something important: if, as a leader, you are not sure what to do, talk to everybody. You must regularly talk to the individuals who are doing the work and who are closest to the customers if you want to know what is actually happening in your business. This is also how you learn what your job needs to be. In all my executive jobs, I budgeted time every week to talk to the individuals doing the work. I relished the customer visits, not for the customer contact but for the ride in the car with the sales rep. Talking to the people doing the work shows you the way
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