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

Chapter 24. Customer-Driven Leadership Is About Advocacy and Mentoring

Great customer-driven leadership is about advocacy, caring, and loving the customer.

While traveling in Europe in April 1986, my wife and I found ourselves right in the middle of the conflict between the United States and Libya. We had just entered what used to be West Germany when a suspected Libyan terrorist blew up a pub, killing several Americans. Several days later, just as we were arriving in France, the United States responded by strategically bombing Libya.

While we were in France, I listened as 80 percent of the European world criticized then-President Reagan for the retaliation. It occurred to me that the price of Mr. Reagan's leadership must have truly been loneliness.

As we flew on to England, the criticism had grown, and was aimed this time at Prime Minister Margaret Thatcher. According to the Gallup Poll taken that day, 65 percent of her own people leveled some of the harshest criticism on her administration for allowing the American bombers to fly from England's shores.

The French, who refused our request for help, were praised for their so-called restraint. Mrs. Thatcher—a gutsy woman who made a gutsy decision—was rebuffed instead of praised by her own people.

In both cases, responsible leaders made courageous decisions in what they perceived were the best interests of their people. Neither won the popularity contest; yet given the opportunity to decide again, I'd imagine that both would probably make ...