Manage by Walking Around

I’m reading another idea in the Care Packages for Your Customers book by Barbara Glanz and this tip suggests that managers get out of their office and be visible both to employees as well as customers.

The technique is called Managing by Walking Around but essentially it is just being visible to assist, encourage and participate in the daily business. 

I’m reminded of a story I heard about  Anne Mulcahey and her bid to turnaround Xerox in 2000.  When she took the position she spent the first two months in the field visiting Xerox locations, managers and employees to learn about the business.  She asked questions, she was visible, she got involved and her actions spoke volumes about the depth of passion she feels for the company, the customers and her employees.

Leili McKinley just wrote about Anne in a recent post called the Secret of Leadership. 

What would you do if the company you work for were 18 billion dollars in debt facing imminent bankruptcy with debtors dragging you to court and your boss quits?

 

Well you might choose to run from the obvious train-wreck. But, Anne Mulcahey is different. Anne chose to step up. She became CEO of Xerox and faced doubters, debtors and critics head on. In a few years she cut the debt in half, raised revenue, and inspired her company’s employees, customers and vendors.

 

How?

 

In the words of Bill George Harvard Business School Professor, she is an authentic leader. She leads from her own “true north”. She understands the purpose of her leadership. She is also conscious of the “true north” of the company, it’s soul, so to speak. She understands the entelechy of the company. She knows where the two intersect and where she can add value.

Anne’s method of managing by walking around gave her the opportunity to hear from employees and customers just what it would take to turn around Xerox. 

By being AVAILABLE as managers we have the opportunity to witness make or break moments between employees and customers and between peers.  How we use those moments and the knowledge we gain from them will be what sets us and our business apart. 

Barbara Glanz lists just a few of the benefits of being available to our business:

• Be available – don’t hide behind your cell phone
• Do more listening than talking
• Make eye contact
• Ask questions
• Be honest
• Show appreciation
• Do it regularly

Use the time to praise rather than criticize.  Use the time to share and direct rather than lecture.  Use the time to learn rather than assume.

Good stuff.  What experiences have you had with managing by walking around?