Call it plain stupid. Leaders are convinced that they are going to make a difference. It's not about egotism. It's about having a healthy, unquestioning feeling of mattering. Ah, yet another layer to the alchemy of leadership.
Leaders always make time to work the phones.
But leaders are also great talkers. You can't be a leader these days and be the strong, silent type. You have to be an endless talker, a tireless communicator. Leaders listen intently. Leaders listen to what the market is saying, to what the customer is saying, and to what the team is saying.