Since I started watching Undercover Boss*, a reality television show, I often wondered who would be the most important person in a work place, rank-and-file staff or the top guns?
We all know a for-profit enterprise without clients will not survive in a competitive world. Loyal customers are what a successful business needs. To have many clients and also to keep them, the business must have empathic and apt employees who know how to be responsive to their valuable patrons. So in my book, the front-line employees, most of them making a fraction of what their CEO’s earned, would be the most valuable people in a business. Through them, the company’s services and products are made and sold.
Maybe this is why many CEO’s are changing their mode of operation now. Instead of finding sweet spots on golf courses with other big wheels, they reached out to the most important people in the company, and made sincere attempts to improve working conditions for all. A few of them even made themselves available on television to show themselves performing clumsily the basic skills like flipping hamburgers on a hot grill. And this new way of managing would definitely bring the best out of both the bosses and their employees. And we have all seen on the televsion how their staff reacted and felt when they realized he or she had just worked next to the most powerful person in their work place! - Ayee
*A CBS production
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