--- title: "Meaning & Key Takeaway of: Get out of the office. Roam the…" description: "\"Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your custom..." image: "https://sms4smile.com/quotes/i/191/michael-j-silverstein-13159_character_get-out-of-the-office-roam-the-frontline_238554.jpg" --- # Get out of the office. Roam the frontline. Be observant… ![“Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your customers are the most important "characters". Because, you know, they really are.” quote by Michael J. Silverstein](https://sms4smile.com/quotes/i/191/michael-j-silverstein-13159_character_get-out-of-the-office-roam-the-frontline_238554.jpg) [Download](https://sms4smile.com/quotes/i/191/michael-j-silverstein-13159_character_get-out-of-the-office-roam-the-frontline_238554.jpg) [Open image](https://sms4smile.com/quotes/i/191/michael-j-silverstein-13159_character_get-out-of-the-office-roam-the-frontline_238554.jpg) > “Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your customers are the most important "characters". Because, you know, they really are.” [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) ## About This Quote This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation. Leaders should leave their desks, engage directly with teams, and empower customers as central characters in the brand story. **In simple terms:** Get out, watch, and put customers first. Key Takeaway Create narratives that center customers. Themes leadership customer focus storytelling Mood motivational strategic Type business inspirational When to use this quote - team workshops - customer immersion - product design - marketing campaigns Key Concepts brand strategy organizational accountability Questions to Reflect On - How do you balance customer centricity with staff morale? - What metrics show narrative impact? A Different Perspective Risk of over‑emphasizing customers at expense of employee wellbeing. ★ ★ ★ ★ ★ No ratings yet [Character](https://sms4smile.com/quotes/about/character/) [Creating](https://sms4smile.com/quotes/about/creating/) [Customer](https://sms4smile.com/quotes/about/customer/) [Frontline](https://sms4smile.com/quotes/about/frontline/) [Narrative](https://sms4smile.com/quotes/about/narrative/) [Observant](https://sms4smile.com/quotes/about/observant/) [Office](https://sms4smile.com/quotes/about/office/) [People](https://sms4smile.com/quotes/about/people/) [Stories](https://sms4smile.com/quotes/about/stories/) ## Related quotes > [The system metaphor is a story that everyone--customers, programmers, and managers--can tell about how the system works.](https://sms4smile.com/quotes/kent-beck/the-system-metaphor-is-a-story-that-everyone-customers-programmers/) [Kent Beck](https://sms4smile.com/quotes/author/kent-beck/) > [We're dealing with sophisticated customers. What's most important to these women is individuality. I have to create things she'll want to wear, no matter…](https://sms4smile.com/quotes/oscar-de-la-renta/we-re-dealing-with-sophisticated-customers-what-s-most-important-to/) [Oscar de la Renta](https://sms4smile.com/quotes/author/oscar-de-la-renta/) > [“Fear of being wrong paralyzes people. Get over it! If you're wrong, invent a new narrative and move on." - L. R. W. Lee”](https://sms4smile.com/quotes/l-r-w-lee-2/fear-of-being-wrong-paralyzes-people-get-over-it-if-you-re-wrong/) [L. R. W. Lee](https://sms4smile.com/quotes/author/l-r-w-lee-2/) > [I'm skeptical that the novel will be "re­invented." If you start thinking about a medical textbook or something, then, yes, I think that's ripe…](https://sms4smile.com/quotes/jeff-bezos/i-m-skeptical-that-the-novel-will-be-re-invented-if-you-start/) [Jeff Bezos](https://sms4smile.com/quotes/author/jeff-bezos/) > [We have been in contact with our customers, we've been actively talking to them. Our customers are important to us, so we decided to…](https://sms4smile.com/quotes/stephen-watson/we-have-been-in-contact-with-our-customers-we-ve-been-actively/) Stephen Watson > [I cannot please everybody, but it is important to have one eye. This builds a faithful following and, consequently, good clientele. That's why the…](https://sms4smile.com/quotes/carla-sozzani/i-cannot-please-everybody-but-it-is-important-to-have-one-eye-this/) [Carla Sozzani](https://sms4smile.com/quotes/author/carla-sozzani/) > [“But I still don't have knowledge, interpreting the surprises that others don't know about, that will drive a new narrative. 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Decide how you are going to wipe them out.](https://sms4smile.com/quotes/michael-j-silverstein/always-welcome-your-customer-s-scorn-this-rule-says-read-the/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [The most effective CEOs have a primary source for tracking their markets. They meet with their teams frequently enough to keep innovation flowing, to…](https://sms4smile.com/quotes/michael-j-silverstein/the-most-effective-ceos-have-a-primary-source-for-tracking-their/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Take an expansive view of the consumers needs and expand beyond your current boundaries.](https://sms4smile.com/quotes/michael-j-silverstein/take-an-expansive-view-of-the-consumers-needs-and-expand-beyond-your/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [The starting point is to create a qualitative understanding of market drivers. You need to get into the head of the consumer and be…](https://sms4smile.com/quotes/michael-j-silverstein/the-starting-point-is-to-create-a-qualitative-understanding-of-market/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Our most exciting discoveries come from studying anomalies. The once-in-1000 occurrence is worth getting detail on.](https://sms4smile.com/quotes/michael-j-silverstein/our-most-exciting-discoveries-come-from-studying-anomalies-the-once/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Better ramp up your virtual relationships. Companies think omni channel is the correct answer. This is not enough. The information explosion for consumers makes…](https://sms4smile.com/quotes/michael-j-silverstein/better-ramp-up-your-virtual-relationships-companies-think-omni/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [The top 25 at every company really set the tone. Everyone watches them. They need to be present and focused. No slackers at the…](https://sms4smile.com/quotes/michael-j-silverstein/the-top-25-at-every-company-really-set-the-tone-everyone-watches-them/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Own one idea. Complete it. Map the current model of purchase and usage. Change how it is done so at least some part of…](https://sms4smile.com/quotes/michael-j-silverstein/own-one-idea-complete-it-map-the-current-model-of-purchase-and-usage/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Don't ask your customers what they want. This rule is based on the view that they probably don't know. You have to fully understand…](https://sms4smile.com/quotes/michael-j-silverstein/don-t-ask-your-customers-what-they-want-this-rule-is-based-on-the/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [A curious mind armed with skill, experience, knowledge, and patterns can give birth to big brand revolution.](https://sms4smile.com/quotes/michael-j-silverstein/a-curious-mind-armed-with-skill-experience-knowledge-and-patterns-can/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [You need to have sufficient resources against your priorities. Your eyes have to be open every day.](https://sms4smile.com/quotes/michael-j-silverstein/you-need-to-have-sufficient-resources-against-your-priorities-your/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Transform your employees into passionate disciples. Teach. Create apostles. Give people a calling, not a job.](https://sms4smile.com/quotes/michael-j-silverstein/transform-your-employees-into-passionate-disciples-teach-create/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Consumers cannot think in abstractions. They cannot envision a new concept. They cannot predict their behavior. They can only compare against their current frame…](https://sms4smile.com/quotes/michael-j-silverstein/consumers-cannot-think-in-abstractions-they-cannot-envision-a-new/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [For me, it's often about consumption behavior. I focus my energy on understanding the heavy user. They are "odd" but hold opportunity. I ask:…](https://sms4smile.com/quotes/michael-j-silverstein/for-me-it-s-often-about-consumption-behavior-i-focus-my-energy-on/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) > [Business operators that really deeply care about their employees and consumers deliver the right response every day.](https://sms4smile.com/quotes/michael-j-silverstein/business-operators-that-really-deeply-care-about-their-employees-and/) [Michael J. Silverstein](https://sms4smile.com/quotes/author/michael-j-silverstein/) [Explore all 51 Michael J. Silverstein quotes ](https://sms4smile.com/quotes/author/michael-j-silverstein/) ## More Character quotes > [This may sound strange, but although I feel like I know everything about my characters, the brand of shampoo they use, how many cavities…](https://sms4smile.com/quotes/gail-honeyman/this-may-sound-strange-but-although-i-feel-like-i-know-everything/) [Gail Honeyman](https://sms4smile.com/quotes/author/gail-honeyman/) > [I always like a character who makes me laugh.](https://sms4smile.com/quotes/rachael-stirling/i-always-like-a-character-who-makes-me-laugh/) [Rachael Stirling](https://sms4smile.com/quotes/author/rachael-stirling/) > [Social responsibility above the level of family, or at most of tribe, requires imagination-- devotion, loyalty, all the higher virtues -- which a man…](https://sms4smile.com/quotes/robert-a-heinlein/social-responsibility-above-the-level-of-family-or-at-most-of-tribe/) [Robert A. 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You better know what she would do…](https://sms4smile.com/quotes/david-hudgins/when-you-re-on-a-daytime-drama-you-get-one-page-you-better-damn-well/) David Hudgins > [It can sometimes make people fold into themselves and kind of run away, but I think in this case these characters are being forced…](https://sms4smile.com/quotes/emily-deschanel/it-can-sometimes-make-people-fold-into-themselves-and-kind-of-run/) [Emily Deschanel](https://sms4smile.com/quotes/author/emily-deschanel/) > [If you are well-mannered towards those whose views are similar to yours, you may be said to exhibit a fairly good character. But, if…](https://sms4smile.com/quotes/anonymous/if-you-are-well-mannered-towards-those-whose-views-are-similar-to/) [Anonymous](https://sms4smile.com/quotes/author/anonymous/) > [Democracy is based on the conviction that man has the moral and intellectual capacity, as well as the inalienable right, to govern himself with…](https://sms4smile.com/quotes/harry-s-truman/democracy-is-based-on-the-conviction-that-man-has-the-moral-and/) [Harry S. 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