Putting the “Extra” in Leap Year
What will you do with this extra day, February 29, 2024? We get an extra February day every four years, infrequent enough for us to forget the possibilities that come with anything “extra.” School and work calendars seem the same – we go in, and we come home. But a leap year is a perfect opportunity for us to reconnect with important aspects of our personal and professional life. Such as our ever-important customer.
“The higher you are in your organization, the harder it is to stay connected to the customer.” ~ Unknown
In the fast-paced dynamic of the service industry, climbing the corporate ladder can unintentionally distance leaders from the very heartbeat of their business—the customer experience. Leaders may find themselves disconnected from the frontline realities that shape customer satisfaction. As you ascend the organizational hierarchy, the challenge intensifies: how do you stay attuned to the evolving needs and expectations of your trade?
The extra day in a leap year serves as a reminder for leaders to take that extra day, or in this case, make that extra effort, to bridge the gap. Reconnecting with customers involves active listening, empathizing, and understanding the attitudes and thoughtful gestures that make their experience memorable.
In the service industry, success lies in staying connected, not drifting apart. So, let’s take this opportunity to leap into the shoes of our customers and ensure that, despite the corporate altitude, the bond remains unbroken. Let’s make the most of our “extra” day by reconnecting with our customers making their experience positive and memorable.
I look forward to hearing how you plan to put the “extra” in your leap year by reconnecting with your customers.
Jeff
