There are many rules of leadership, but none are as important as understanding it isn’t about you. When you enter a formal leadership role, you stop being the picture and start being the picture frame.
This single character trait distinguishes the top-performing leaders from the average ones. All teams in an organization are responsible for solving customer problems. Being customer-focused, delivering exceptional customer experience, and high customer satisfaction is the ultimate competitive advantage.
Leaders who act as the picture frame have highly engaged and highly productive teams. When their employees touch the customer journey, they deliver a consistent and exceptional experience. These teams enjoy higher client retention rates because their service is rare, and clients understand that. As a result, employee satisfaction is the key to success.
Three Ways a Leader Can Be the Picture Frame
Leaders who act like the picture frame listen more than talk. Employees are on the front lines, interacting daily with customers. As a result, they have the best insight on what needs to be changed or left alone. Leaders who act like the picture think they are the smartest person in the room and miss out on this valuable insight.
Leaders who act as the picture frame find more ways to yes to activity that focuses on the well-being of others. They know taking care of the employees takes care of the customer. Doing so naturally takes care of shareholders and the business. Leaders who act as the picture focus on their success and the activities that make themselves look good.
When employees look stressed or are expressing being overwhelmed, picture frame leaders ask, “how can I help.” The best demonstration of a picture frame leader is helping the team. Leaders acting like the picture are focused on themselves and don’t notice their team is struggling.
Become a leader of a highly engaged and productive team that delivers consistent and exceptional customer experience. Stop being the picture and start being the picture frame.
Last updated on August 8th, 2020 at 07:24 am
