One of the old standards by which we measured successful people was how inaccessible they were. The more inaccessible they were, the more successful they seemed to be. This phenomenon just doesn't impress people any longer. No matter how important or successful you are, you better still be available to the prospects and customers who are taking the time to try and connect with you. Better yet, one of the primary tasks of building your business as a leader should be making time regularly to connect at the base level with those people that your business is touching.
Even the largest of corporations are starting to realize that their top decision-makers need to be more in touch with their average prospects and customers. Simply setting up a Facebook or Twitter account with your business name won't be enough—especially if you're a small business. People want to deal with real people, and if they feel like they have access to the top decision-makers, they are far more likely to form a long-term relationship with your company. You need to personally be engaged on Facebook and Twitter in order to be successful with social media.
Don't put layers of obstacles between the leaders of your business and your customers. Maybe this is a chapter that should have gone in the Chapter 6 section about irrational habits, because in the old economy it wasn't as necessary for business owners and leaders to be as in touch with their customer base as it is now.