Sometimes you learn from those you lead. Sometimes you learn from those leading you. And sometimes – just sometimes – you learn from somewhere completely different…
Last week I talked about becoming a more agile company. I leant on the (re)building blocks of Lego’s CEO and asked: If it’s not good for the customer journey, why are we doing it?
Driving home that evening, I got a fresh take on the answer – straight from a local radio advert.
Far from being original (I’ve seen it on countless removal vans), the company in question signed off by claiming they were “big enough to cope; small enough to care”.
Did I think they were? Probably. Should they replace the word ‘cope’? Absolutely.
But what really struck me was the direct correlation between the size of the company and their perceived ability to deliver an exceptional service for their customers.
Unlike the ‘no job too big or small’ mantra (the king of vague promises) that focuses solely on getting the job done – what they were saying was simple in its message, but infinite in its power: We’re not here for everyone. We’re here for you.
While it may sound like I’ve just stolen a quote from a Hallmark card, my underlying points remains: Aligning to the customer journey has to be priority number one.
And for that, size does matter.
GDS has changed dramatically over the past few weeks: a smaller portfolio, a reduced workforce and new internal dynamics. And it’s all positive. Why? Because in becoming a more concentrated unit, we can offer even more focus to that small business mentality that shamelessly strives to plant itself at the core of every one of our customer’s journeys.
Sure, we have a global footprint as a company. Yes, we work across a variety of industrial verticals. But we’ll never dilute ourselves. Our future doesn’t belong to being big enough to cope – it belongs to being big enough to care.