My previous company introduced a policy of making everybody in the company visit one of our call centre for a day.

The purpose was so that they could listen to and understand what the customers were actually saying and were wanting.

I thought this was a good idea, and I think more companies could benefit from sending managers to the front lines once is a while.

On one flight I took with Lufthansa to JNB they had a senior manager who was cabin crew for the day.