“The closer you can get to an unvarnished and uncensored perspective of the humans that you lead and serve, the better you can understand their needs and what you can do to feel those needs,” says Bob Sutton.
Example: Sutton once talked to an airline executive about how crummy the experience was flying coach. The executive dismissed Sutton’s complaints about leg room and snarky flight attendants. Eventually, though, he admitted that he hadn’t flown coach in years.
Source: Bob Sutton, Work Matters.