See for yourself
Often, personally hearing the customers’ complaints makes all the difference. And personally, seeing what broke down can open new opportunities. But we tend to create a process that shielded us from experiencing these things. We let other people, our staff, handle these things to minimize our stress. We create protocols and bureaucracies to avoid it. And because of this, we are missing the chance to acquire insights. We become insulated inside a bubble that we made. Opportunities are lost.
If you want to succeed, never let it be the case. If you learn that there’s a problem, go see it for yourself. There’s no substitute for personally experiencing, handling and solving problems. Plus, it will inspire your subordinates, and you will create a culture of concern and a sense of responsibility among them.