I really admire this approach by Greg Foran, the new CEO of Air New Zealand. Not only is it very smart and simple to ask your most regular customers what could be improved, but it gives me a clue to his style of leadership.

In an email to Airpoints Gold and Elite members, Foran, the previous head of the world’s largest retailer Walmart, asked three questions:

"Looking to the future what do you think is the next big thing Air NZ should focus on?"

"What do you think Air NZ is doing well and should continue to do?"

"What could we do to improve your experience as a valued customer?"

I’m making an assumption here, but I am sure Mr Foran has also asked his staff the same questions. This coaching or asking approach, rather than a telling approach to leading, is a more engaging and effective way to involve people.

It is tempting for new leaders to pretend they will bring the answers, but a great leader knows that all the insights already lie with the people who care the most, the staff and the customers.

The use of great questions to encourage responses from those working for the company and those using the airline is just plain clever!

Let me know a great question you’ve been asked by a leader recently that has stuck with you.

Air New Zealand's Greg Foran to Airpoints Gold and Elite members - what do you want?