Page 147 - The extraordinary leader

124 • The Extraordinary Leader

likely to quit their jobs. Not being able to fix customer problems made
employees frustrated with their jobs. To be effective in a customer-focused
company, people need to have a strong orientation toward service. Customers
can be difficult and challenging. Exceptional customer service is rarely con-
venient or done without some additional effort. People who enjoy this work
provide the services simply because they enjoy delighting a customer.

Disadvantages. Leaders are so focused on pleasing the customer that they
lose sight of internal operational issues and long-term direction. Some organ-
izations find it impossible to say “no” to a customer, even when the request
is unreasonable. And many organizations find it hard to define people or com-
panies as “noncustomers,” because doing business with them is too expensive
or difficult.
To enjoy this organization means that people have to love customers. Not
all customers are enjoyable to work with, and to do this job well, people have
to accept the good with the bad. If you enjoy internal interaction rather than
customer interactions, this may not be the ideal organization for you.

The Genteel Organization

Leaders in this organization focus on developing a kind and considerate
organization. Confrontation never occurs. Serious issues are usually swept
under the carpet. Performance reviews are avoided or couched in extremely
gentle terms.
One of the authors recounts, “I was working in a company in Minnesota
and asked an internal employee what it was like to work in the company. His
response was, ‘We are all Minnesota nice.’ ‘What is Minnesota nice?’ I asked.
The employee explained that people in the company were extremely polite
with each other. They were always pleasant. They never said negative or
demeaning things about other employees. After hearing all this I commented,
‘Sounds like a great place to work,’ to which the employee responded, ‘It is,
but you never know what people really think of you.’” Some organizations
have created a culture that encourages people to play nice.

Advantages. This organization is a genteel place to work. Employees are
“Boy Scouts”—they are trustworthy, loyal, helpful, friendly, courteous, kind,
obedient, cheerful, brave, clean, and reverent. Typically employees will stay
with the organization for a long time. There is little unforced turnover.