It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused

Chapter 30. Six Rules of Service-Driven Leadership

Rule 18

"Customer-driven leaders have a passion about their mission."

Leaders show passion for their mission: a goal for their group or company. They know that these statements must very specifically state the organization's purpose. Unfortunately, too many leaders spend an inordinate amount of time trying to find the way when they don't even know where they're headed. In the absence of a goal, any path will do.

Even when leaders veer from their stated goal, leaders are positive. Failure is the process by which we succeed.

Rule 19

"Customer-driven leaders have the stamina to get the job done."

One of the hallmarks of great leadership is the tenacity with which leaders embrace their role. That tenacity requires a fair amount of physical stamina to take on the challenge. New century customer driven leaders must be both good mental and physical examples to their people. After all, if someone lets himself go, then what right does he have to correct another's path?

Not only do these leaders keep themselves in good physical shape, but they also keep themselves in great mental shape. Many read several magazines and newspapers per day and a book per week. They are constantly inquiring about new ways to solve old problems. Leaders know that building the stamina to accomplish their tasks takes cares of half the battle. Indeed, great leaders enjoy the journey almost as much as the destination.

Rule 20

"Customer-driven leaders focus on the positives ...