Customer delight and self-managing teams: the story of managing director Christa Jouck

Customer delight and self-managing teams: the story of managing director Christa Jouck

22 June 2021
Veerle Seymus
Veerle Seymus
  • Christa Jouck is an entrepreneur at heart. For her, entrepreneurship is about being curious, seeing opportunities and trying incredibly hard.

    The common thread in all her entrepreneurial adventures is customer centricity. With a hostess bureau, a hotel, Infraligne and the Officenters, she has taken customer care to a higher level. And she has learned to lead differently by letting go of her employees and giving them the freedom to make decisions together based on just one criterion: "Will it benefit my customer?"

    Listen below to Christa's story about customer delight and self-managing teams.

Struggles of a manager

Managers are

  • new in this role

    and

    • lack self-confidence
    • don’t know how to go from being a colleague to being a boss
    • need to loosen up on the command & control leadership style
    • must let go of the (technical) expert status
    • cannot give or accept constructive feedback
    • feel pressure to perform as manager
    • have difficulty building relationships
    • want to be liked by everyone or want to be the ‘bad boss’
    • play the hero
  • are struggling

    and

    • stay too involved in operations
    • have trouble prioritizing
    • cannot delegate
    • fear conflict situations
    • disconnect from the team
    • deal with flawed strategic thinking
    • do not relate to higher management
    • lack clear communication skills
    • remain not self-aware
    • avoid difficult conversations
    • miss political antennas
    • ...
  • capable of more

    and

    • need mental preparation as successor
    • need to be able to lead big changes ahead
    • need to learn to be emotionally resilient and in control
    • need to learn to make big decisions fast without all the information
    • must become persuasive presenters
    • need to learn how to cultivate their own personal brand
    • need to learn how to lead by example
    • manage by trust, not by fear
    • need to overly develop empathy
    • ...
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