The Perils of Linear Leadership

The Perils of Linear Leadership

Throughout my career, and undoubtedly those of many of my readers, people have asked the question of their respective organizations, “Why do we do it this way?” Most often, the truth of the matter, and the specific response is, “Well, that’s the way we’ve always done it.” But, having been engaged in various companies across my career, one thing that I have learned is that the best way to do something might not be identified by those that have done it the same way for years. Why not look towards industry best practices? Or for “out of the box” thinking and innovation? For example, if I wanted to know the best way to run a help desk, I might look to an icon in customer service such as Nordstrom’s or Ritz Carlton. Not that I am seeking a retail or a hotel perspective, but I am seeking the best way to manage customers and their expectations. But, for sure, no one does customer service better than these companies and it is their methods, processes, policies and overall mindset that can teach us things that can be applied to customer service within any context. Without understanding that great ideas can come from an outside vantage point or from someone not entrenched in the paradigms that have led to the current ways of doing things, people can easily get caught up in what I call “linear leadership”. Sadly, doing so can have grave consequences and organizations would do well by encouraging its employees to think “outside the box” and to hire those that come from different backgrounds and offer different perspectives...