Today I tried to book a spa appointment for tomorrow when I am landing in another city. I called 4 different spas explaining the situation ....I would be landing at 11 am and would need an appointment after 12 noon. Here are the responses I received:
How about 9 am tomorrow?We're all booked tomorrow, how about tonight at 7?We are all booked. I can fit you in on Saturday.And finally....I can do half an hour at 10 am and the you can come back at 5 pm for the rest of the services.
What does all this have to do with leadership? I see this as the inability to listen, to be present and determine the exact needs of the customer before offering inappropriate solutions to the problems being presented. Why is this a leadership concern" the way I see it, those responding most likely re not listened to or understand what 'being present ' means because there is no clear example for them to follow. In the past I have stated that attitude reflects leadership....so do actions. The actions that are modeled for us are the actions we emulate.
Think about that next time you're in a situation where listening and truly hearing the information is required.