Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
Example Questions:
Tell me about a time you worked backwards from a customer problem — how did you solve it?
Tell me the story of the last time you had to apologize to someone.
When you’re working with a large number of customers, its tricky to deliver excellent services to them all. How do you go about prioritizing your customers needs?
Give me a example of a time when you did not meet a client’s expectation. What happened, and how did you rectify the situation?
Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say that’s not my job.
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Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice.
Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here”. As we do new things, we accept that we may be misunderstood for long periods of time. Candidates are resourceful and discover ways to invent while also finding the simplest solution. Designs and solutions should be both novel and simple. Avoid over- complicating solutions and demonstrate your ability to think outside the box to address problems creatively.
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Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
Self-motivated to learn themselves rather than needing to be taught; open to new ideas and ways of getting things done; able to seek and take feedback; able to take learnings from mistakes to better oneself; curious and has a passion to learn; passionate about keeping updated with new technologies; able to grasp new concepts quickly; able to come up to speed in a new area quickly and comprehensively.
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Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
Quickly identifies if more information is needed before taking action; analyzes facts quickly; is able to evaluate data and information effectively; and uses own initiative to drive forward.
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Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
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Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team’s body odor smells of perfume. They benchmark themselves and their teams against the best. Leaders garner respect and drive consensus and influence others by being right a lot; clearly, directly, promptly and appropriately communicate; and be open and listen to new ideas and ways of getting things done.
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Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
Challenge decisions when he or she disagrees; has conviction and is tenacious, not compromising for the sake of social cohesion; once a decision is determined, they commit wholly; challenges “the way it has always been done”; demonstrates the courage to do what is right for the business and/or customer.
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Leaders have relentlessly high standards - many people may think these standards are unreasonably high. Leaders are continually raising the bar and driving their teams to deliver high quality products, services and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
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Accomplish more with less. Constraints breed resourcefulness, self-sufficiency, and invention. There are no extra points for growing headcount, budget size, or fixed expense.
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Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath them.
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Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.
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