Pioneering the Frontlines

Phil Gaines returns to discuss how leaders can stay connected to their frontline customers and employees. When it comes to a successful enterprise, no question, this can’t happen without frontline employees. By dealing directly with customers, frontline workers not only have high drive and insight but represent a company’s values through their service. However, before a leader can develop a frontline staff, he must first be willing to model these values to frontline customers. As Gaines notes, for park directors, this means being intentional with respect to availability, managing volume, and empowering people. For instance, if a ranger wants to inspire his customers on a park visit, the best thing to do is view the experience through their perspective and gauge feedback directly. Once this type of connection is established, the ranger can then analyze the feedback as a manager and apply the appropriate changes if necessary.  Ultimately, if a leader wants to be more effective, it starts with knowing, interacting, and empowering your frontline customers.