And for Robbie Stamp, she is a lifeline to deeply felt ideas about work. At least once a day, the two email each other to discuss business. We were having China tea the other day, and Robbie remembered a China tea with milk in it, offered him by a colleague. He thought it was ghastly, but he drank it and gave the colleague a very appreciative look. No, thanks,' that person might then think twice before coming to Robbie with a new idea or a problem.
Great leaders take the trouble to be in touch with ordinary things.
Like Norman Schwarzkopf. During the Gulf War, he got very involved in designing a special boot that would be more effective and more comfortable for troops fighting in the desert. That sensitive awareness of tiny things is what makes a great leader. It's very hard work, but it's the most effective way to please customers. By signaling to your people that each tiny thing makes a difference to you, you help them recognize the things that will also make a difference to the customer.