Improving Personal Contact with Top Staff

The CEO of a luxury goods company identified personal contact with his top staff as an important lever that would help move the business if he invested his discretionary time in it. “I always carry two documents with me,” he said. The first is a set of pictures of his direct reports and “every day I mentally ask myself, ‘Have I talked to these guys’? If not, I pick up the phone.” The other contains contact details for his top 100 managers. “When I’m in an airport, or similar,” he said, “I will systematically call them, tick them off, then print a new list and start again.”

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