There is a chasm between your products or services and your customers. Without strong internal customer service, your interaction with the outside world will be flawed. If you don't do the human work, the tasks and tactics will suffer.
I was buying gas a couple of weeks ago and the guy behind the counter was annoyed I had gotten in the way of his work. I apologized for interrupting him.
Entities and Enterprise
The world is shrinking. Our behavior can be viewed through non-verbal cues that lead to misunderstanding. And we often hide behind the very technology we claim is helping us communicate better. It's telling to watch some unravel on the social networks where human connections can appear to be as strong as face to face.
In the enterprise, virtual teaming is on the rise so it has become critical to be aware of all the human work we’re doing to build our companies. Leadership is more than improving a bottom line. Without compassion and collaboration, the ideas and hard work alone won’t get you there.
Their Opinion Counts
Years ago, I was working with a large corporation that conducted an employee wide survey. The top concern was management’s inability to deal with non-performance. People notice when you aren't treating them well. If the human work subsides, productivity will be compromised. If you stop caring about your people, they will stop caring about the work.
If you sense the team is off course, it may not be for reasons you think. Products, services, and strategy could all be sound but the most critical piece might be missing.
The human work is the most important element of the job.