We’re not a great believer in hierarchical systems…

You know what I mean, where one high executive has enforced a rule that all decisions must be passed by them.

It often means they get credit for anything that happens on their watch, meaning they get credit they don’t deserve, and the person who deserves it is left feeling unhappy and betrayed.

This has led us to believe that the role of many hierarchical executives is overrated.

Our preference is very much to develop flat organisations, where the whole team is influential, and when they have an idea, they have a voice to share it with others and get the credit they deserve.

For us, it’s about trusting our team and giving them the responsibility to make key business decisions quickly, which benefits both our customers and our growth.

Why do we do this?

We’ve noticed having one person make all the decisions causes bottlenecks, affecting the service you deliver and stops the organisation from growing.

As important, your team get disengaged. It becomes just like any other job. They turn up get told what to do and then go home. Most end up leaving.

Yes, our team get a play book, the rules of the game if you like, but then we expect them to take personal responsibility and use their autonomy to continuously improve our customer experience.

Office technology isn’t the most exciting industry, but if you trust your team and provide autonomy to make decisions, they’ll love what they do, which will be reflected in a great customer experience.

…winning teams need everyone to be engaged and pushing in the same direction.