They stop listening to the people who are actually cooking the meals every day. They stop tasting the food. They stop asking:“ What am I missing?” The ego drives them to think they are very special and everything they touch turns to gold. They do not understand the difference between Micro vs Macro Disruption.
Some CEOs operate from what I call a multi-micro disruption mindset. Instead of one big transformation, they introduce many small, continuous changes. Adjusting processes here. Improving systems there. Tweaking customer journeys. Strengthening team capabilities. This approach is often quieter, but far more effective. Why?
Because businesses are ecosystems. And ecosystems do not respond well to shock. They respond to evolution. The problem is, this kind of leadership is not glamorous. It doesn’ t make headlines. It doesn’ t create instant applause. But it builds something far more powerful: Consistency. And in business, consistency beats intensity. Every single time. If as a CEO you are not measuring customer effort, then you are failing quietly.
A CEO must understand his real role in the Kitchen. So, what does it really mean to be“ in the kitchen”? It means understanding that: You are not just creating strategy- you are creating experience; You are not just managing people- you are shaping culture; You are not just driving numbers- you are building trust.
And trust, like a good meal, takes time. It cannot be rushed. It cannot be forced. It must be built- intentionally, consistently, and with care.
Leadership is an art and you cannot force nor micro-manage staff and expect great results from them. The fundamental lessons are that you must:
Understand the Kitchen Before You Change the Menu
Walk in. Observe. Listen. What is working? What is broken? What is misunderstood? Diagnosis before disruption is the foundation of success.
Respect What Already Works
Creating change or transformation does not mean that everything needs fixing. Some systems, cultures, and people have carried the business this far. Honor that. Build on it.
Balance Change with Stability
Transformation without stability is chaos. You cannot change the look and feel of a house without understanding the foundation and the purpose. Though stability without change is stagnation great CEOs know how to hold both.
Stay Close to the Customer
You are not too senior to understand the customer experience. Sit in the call centre and listen to customers live. Visit the retail branches and understand the emotion of your customer. Don’ t plan for it as your staff will manage you. Just walk in and see how the kitchen works naturally. Listen to real complaints. Because the kitchen serves one master: The customer.
Build Through People, Not Around Them
You cannot outsource culture. You cannot delegate leadership. Your people are not obstacles to change- they are the vehicle for it. Invest in them. Correct them and guide
What many leaders never quite realize, until it’ s too late, is this: You are not standing above the business. You are in the kitchen. Sometimes the kitchen has a way of frustrating the main chef. Delayed deliveries, power gone off and the freezers are emitting a pungent smell. Electricity goes off and the customers are loud and obnoxious. Hungry men don’ t want tales. They want action. them. Transfer your skills to them. Let them make mistakes and allow them to be. Soon, you will be a happy Chef as they surprise you with new menus. Remember, they interact with the orders every day and can do a good work plan on their own if fully guided. Trust them to be. Mistakes will happen but only for a short time.
Practice Micro-Disruption with Wisdom
Small improvements if consistently applied bring better processes, clearer communication, and stronger systems. This is how sustainable transformation happens.
Stay Humble Enough to Learn
The moment you think you know everything … You have already started failing.
On the other hand, don’ t create chaos and call it strategy. Disruption without direction is destruction. Don’ t assume you know better than everyone. You bring perspective, perfection. Don’ t change everything at once. If everything is a priority, nothing is focus, sequence or execution. Create a good plan and involve your teams. Don’ t ignore culture. You can change structure overnight but culture takes time. Staff will watch you and do what you do, not what you say. People will only accept change when they see what is in it for them.
Roll your sleeves and get dirty but only for a while. Don’ t Lead from the Boardroom Only. Strategy without ground reality is theory. And theory does not run businesses. However, don’ t forget your strategic role and stay too long in the Kitchen doing mundane stuff. You will lose authority and no one will respect you. Don’ t harass staff to do things fast. Quality matters and speed does not always mean impact.
Don’ t lose the human element. At the end of the day, your employees are human, your customers are human, your business is human, and leadership is, at its core, deeply human.
The CEO role is not about control. It is about stewardship. You are not there to prove you are the smartest person in the room. You are there to ensure the kitchen runs smoothly. That the food is good. That the team is aligned. That the customer keeps coming back. Because in the end … No one remembers your strategy deck. They remember: how the business made them feel; whether it delivered, and whether it was worth coming back for.
Pauline Warui is the Founder of East Africa Customer Care Centre. You can commune with her on this or related matters via email at: PWarui69 @ gmail. com.
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