Assess The Customer-Purposed Hidden Leader

Think of a specific member of your team who you suspect is a customer-purposed hidden leader. Then read the descriptions below. For each one, select the number from 1 to 5 that reflects how often you see that person behaving in that way. The higher the score, the more likely you have a customer-purposed hidden leader.

 Observed BehaviorFrequency
 (1=Never, 5=Always)
Conveys excitement about getting work done 1 2 3 4 5
Projects positive energy and enthusiasm 1 2 3 4 5
Expresses confidence in the value provided to customers 1 2 3 4 5
Goes the extra mile to deliver on client promises 1 2 3 4 5
Competent at the technical skills required for the job 1 2 3 4 5
Communicates so customers understand and accept 1 2 3 4 5
Asks for help when needed for technical or communication issues 1 2 3 4 5
Maintains momentum when addressing customer needs 1 2 3 4 5
Highlights the consequences of not taking action in discusssions 1 2 3 4 5
Keeps customers informed about what is happening 1 2 3 4 5
Actively uses company strategies to guide workplace decisions 1 2 3 4 5
Understands in depth how and why clients use products and services 1 2 3 4 5
Takes responsibility for client outcomes 1 2 3 4 5
Asks questions to understand the customer's point of view 1 2 3 4 5
Asks questions to understand a change initiative's impact on the customer 1 2 3 4 5
Asks questions to understand colleagues' concerns about change initiatives and ideas 1 2 3 4 5
Helps others understand and accept the importance of and reasons for change 1 2 3 4 5