The Complex System: Story of an Entrepreneur

What Customers Want

Here’s a simple concept that is often overlooked; what do your customers really want. Recently one of our best and oldest clients asked me that question. He asked how much time do I really spend trying to understand what our clients really want vs. what I think our clients want. I didn’t like the answer. It’s true; we spend more time speculating on what we think clients want based on our experience with them, than we do ascertaining what they really want. The big question is how do we get them to tell us? I guess we start by asking them.

Management 101

As a CEO with no business degree I have little idea of what they teach in Management 101; and seeing as I pretty much failed Macro Economics which subsequently resulted in a change of major from business to English in the spring of 1993 at ASU, I may not be the most qualified to talk about this subject. But, I do have a bit of hands on experience and have learned one key thing.

I think managers are often misguided in their approach. I have worked for and observed many managers that live by the guiding principle that they must do everything and be credited for it. They look to hire people they are smarter than and hope they will look good by frequently saving the day.

I believe it’s just the opposite that makes a manager look good. It’s the old cream rises to the top concept. I’ve always tried to hire the smartest people I can find; everyone that works at Leads360 is smarter than me, and I look like the man. That’s something my dad always taught me; hire smart people, encourage them to what they are passionate about and get out of their way.