Today we’re going to continue our exploration of the growth trap. I define the growth trap as seeking business growth for the sake of business growth with little regard for operational or cultural implications.

However, like the budgeting process, c-suite magical thinking poses the biggest threat to value addition in M&A and can quickly turn what on the surface looks like a great idea and a big value-add into a transaction that ends up destroying corporate value.

If you’re a leader, listen to what your front-line personnel are telling you about what your customers are saying. Actively listen. Meet them on their turf. Tune in directly to customer conversations. Show you care by taking action to improve the experience of your customers. Taking action will result in improved working conditions for your front-line colleagues.