many point to the internet and mobile age for why we’re less hands-on as a culture. relationships are developed at a distance. emails, text and chat are shotgun by nature. beyond the speed, tone and method of communications, processes are more industrialized, cookie -cutter, no brainer, etc. custom is rare and reserved for the select few. perhaps most dangerous is the notion of “management on high” — that you graduate from customer dealings on the ground to sitting in a relaxed corner office, playing some golf or leading meetings all day.
here’s the reality. customers prefer a hands-on approach, and they’d rather have it from someone of real value to them. they’re not jazzed to work with your underlings. the reason why? they don’t want to hold YOUR hand. many appreciate the other way around, where appropriate. more gets done when things are hands-on. the connection is more intimate and real. the interaction leads to snags being identified and resolved more easily. ideas are formed and exchanged more quickly. here’s the kicker — a hands-on approach develops more loyal customers. why trust one of the top three functions of your business to newbies or intermediates. why not ensure that your best people are on this?
all of this was called to mind by the story of houston astros pitching instructor brad arnsberg. according to the opening day broadcast, brad is the only pitching coach to catch his pitchers as part of his work. that’s right. the rest stand there with their arms-folded, clipboard in hand, rocking those sunglasses, watching from a distance, etc. the broadcasters made it a point to sit on just how unusual of a approach this was — describing it like it was martian language. arnsberg is, in fact, very practical and effective in his thinking. he feels that taking direct action is the best action. catching his pitchers allows him to see his staff’s stuff firsthand, and from the vantage point of a hitter. after all, batters don’t stand beyond pitchers and enjoy the view! perhaps the most interesting part of his catching the pitchers is that he doesn’t wear protective gear. to me, this is a very strong practice. he basically conveys confidence to each pitcher that there’s no reason to wear protection because he trusts them to do their job well. very cool indeed.
