Leadership Is A Skill Not A Title
Uber's CEO, Dara Khosrowshahi, secretly signed up as a driver last year to better understand the driver experience amid a slowdown in recruitment. He encountered several operational issues and unpleasant riders, including tip-baiting (where customers entice a courier with a big tip when they place the order, before reducing it after delivery) and discussions of personal and confidential information. The experience led Uber to create a single sign-up for both rides and deliveries, allow drivers to see drop-off locations before pick-up, and give them hundreds of millions of dollars in bonuses. Khosrowshahi's moonlighting was part of a larger operation called "Project Boomerang" to get more drivers back on the app.
It is not common for a CEO of a large enterprise to experience their company's operations from a consumer's perspective. However, this approach can be beneficial for both the leader and the company. Having firsthand experience provides valuable insights that can be used to make better business decisions. Effective leaders prioritize understanding the needs of their stakeholders to support them. True leaders focus on innovation and adding value to position their company for success rather than being driven by ego. Therefore, it is important for leaders to roll up their sleeves and take action toward achieving their goals.
What does good leadership look like to you?