A few months ago, I found myself in the middle of a workshop with 72 eager executives, all facing the same challenge: managing their growing responsibilities without getting buried under an avalanche of tasks. This wasn’t just another leadership session—it was a high-stakes opportunity to help these leaders reclaim their time and empower their teams. As we delved into various management techniques, one particular concept resonated deeply with the group: the idea of “Who’s Got the Monkey?” from a seminal Harvard Business Review article.
The company that organized this workshop was at a critical juncture, rapidly expanding and requiring its leaders to operate at peak efficiency. They were eager to refine their management practices and avoid the pitfalls of rapid growth. The stakes were high, and the pressure was on.
This article shares the key points from that workshop, specifically how the principles from “Who’s Got the Monkey?” can transform your approach to delegation and team management.
The Concept of Customer Experience
One of the core discussions during the workshop was around the customer experience, a concept that goes beyond mere satisfaction. It’s about creating an emotional and transactional connection that fosters loyalty and advocacy. But how does this tie into “Who’s Got the Monkey?” The link is subtle yet powerful: managing customer experience requires attention to detail and clear ownership, as does managing your team’s responsibilities.
We explored how leaders often take on tasks—monkeys—that should remain with their team members. This not only overwhelms the leader but also disempowers the team. The lesson here was clear: for a leader to enhance the customer experience, they must first ensure their team is fully equipped and responsible for their own “monkeys.” This means setting clear expectations, providing the necessary tools, and allowing team members to manage their challenges.
Take Action: Evaluate how you’re managing your team’s responsibilities. Are you unknowingly taking on tasks (monkeys) that should belong to your team? Start delegating these tasks back to their rightful owners and watch your team’s efficiency—and customer experience—improve.
Shifting Focus from Value Proposition to Value Aspirations
The second point we discussed involved a common pitfall in business thinking: an overemphasis on the company’s value proposition at the expense of understanding the customer’s aspirations. In the context of “Who’s Got the Monkey?” this misalignment often manifests when leaders focus too much on their to-do list rather than enabling their team to achieve their goals.
In the workshop, I illustrated this by showing how leaders who focus only on their value proposition often end up with more monkeys on their backs. This happens because they’re more concerned with pushing their agenda than helping their team members fulfill their potential.
Take Action: Shift your focus to what your team aspires to achieve. Doing so empowers them and reduces the number of monkeys on your desk. This shift in focus not only changes the dynamic within the team but also broadens the understanding of value within the organization, leading us to the final point.
Implications for Business Leaders
Your role as a business leader is to drive value and cultivate it within your team. This means recognizing when you’ve taken on too many monkeys and consciously choosing to delegate them back. Doing so creates a more capable and motivated team, ultimately benefiting your customers and your business.
Final Thoughts
The key ideas from the workshop centered on the importance of customer experience, the shift from focusing solely on value propositions to understanding value aspirations, and the expanded view of value as it relates to effective delegation. The concept of “Who’s Got the Monkey?” was a powerful tool in helping these leaders understand the necessity of proper task delegation and team empowerment.
I encourage you to apply these strategies to your leadership practices. Start by identifying the monkeys you’ve been carrying that should belong to your team and begin the delegation process. By doing so, you’ll not only lighten your load but also build a stronger, more effective team.
Remember, outstanding leadership is not about doing everything yourself but empowering others to take ownership and thrive. As you grow as a leader, keep these principles in mind, and don’t be afraid to hand those monkeys back to their rightful owners. Your team—and your business—will thank you.