'They' have the right to ask
"Treat the customer as if you are that customer" Anonymous
There is a dangerous phenomenon which occurs in organizations, especially in small, cohesive teams. It can be labeled as cockiness, complacency, and or shortsightedness. As teams evolve and become very good at what they do, members take short cuts, communicate less, and may grow resentful of external organizations and people such as the 'headquarters' and its leaders. In a business, as members become proficient with the service or product they sell, they may grow impatient with, or even resentful of a customer who asks many questions, especially in a mistrustful manner. But they, in this case the customers, have the right to ask.
This is where leadership comes in. It is the leader's role to see the big picture and empathize with external agencies and people. This is not to say completely surrender to the demands of others, force your team to be less competitive, or blindly obey the orders of 'headquarters' and its leaders. Indeed, leaders must balance loyalty in this space and it can be the hardest part of leading.
In my small business we sell high-quality window fashions such as shutters, shades, and blinds. I get to see the pricing of our products and, of course, the proposals we send to customers. While our prices are fair, the dollar amount can be pretty lofty. As a consumer I shutter at the cost of things these days, even my own products. I empathize with my customers and I often share this with my teammates. "Mrs. Jones is going to spend a pretty penny on this order, therefore, she has the right to ask." We might grow frustrated at a barrage of questions or when a customer changes their mind and needs more consultation. This is a dangerous phenomenon.
I won't accept mistreatment from a customer. My people know this and they have seen me get animated when I sense disrespect or mistreatment. When this occurs or I believe it may, I'll take the customer for myself. This said, there is a difference between disrespect and inquiry based on ensuring 'they' are getting their money's worth.
Take this leadership approach beyond customer questioning and apply it to the directives of 'headquarters' or the activity of external teams. It is the leader's role to see and empathize (see them as if you are them) beyond the borders of their own organization - to balance their loyalty and to explain things and offer perspective to their people. 'They' have the right to ask.
Make it Personal!
Rob
Rob Campbell