The Power of Business Strategy and Strategic Thinkers
- Jamie Gustafson
- Oct 7
- 5 min read
This article centers on the strategic contributions of the office manager at a family-owned plumbing business. Through her leadership and insight, she demonstrated how crucial strategic thinking is at every level of an organization. While many can gather and process data, it takes a strategic thinker like her to analyze situations, connect the dots, and make decisions that shape the future of the business. From her unique vantage point as office manager, she noticed recurring issues with customer communication that others had missed. Instead of accepting the status quo, she shared her observations and recommendations, inspiring changes that led to lasting improvements in customer service and business operations.
Her story demonstrates how true business strategy is shaped by those willing to share their perspectives, challenge assumptions, and translate frontline insights into practical solutions. The company’s success was not just about fixing pipes—it was about listening to those on the front lines, particularly the office manager, who could identify opportunities and drive positive change.
What is Business Strategy?
At its core, business strategy answers three fundamental questions:
Where are we now? This requires a clear-eyed analysis of your company's current state. It involves looking at your strengths, weaknesses, opportunities, and threats (a SWOT analysis). It means truly understanding what is happening in your business, not just what you think is happening.
Where do we want to go? This is about setting a clear vision and tangible goals. Your goal could be to increase market share, launch a new product line, or dramatically improve customer satisfaction.
How do we get there? This is the actionable roadmap. It outlines the specific steps, resources, and timelines needed to bridge the gap between your current state and your future vision.
A strong business strategy does more than just set directions—it leans into your competitive advantages. This means focusing on the company's competitive advantage, such as innovation, operational efficiency, superior quality, or customer responsiveness. Leveraging these strengths propels the organization forward, creating market differentiation and building lasting value. A good strategy should also include steps to minimize weaknesses so they don't hold back progress. Focusing on what you do best while continuously improving will help your business stay ahead and adapt to changing conditions.
A solid strategy aligns every part of your organization, ensuring that each decision and action contributes to long-term success.
A Lesson from a Family-Owned Plumbing Business Office Manager
Let me tell you about a family-owned plumbing business and its office manager. For years, this business was the go-to plumber in town. However, they suddenly started seeing a drop in service calls. On the surface, the data was confusing. Their marketing budget remained steady, and their online reviews continued to be positive. A surface-level analysis might have suggested spending more on ads.
It was the office manager—thinking strategically—who noticed something important. While total call volume was down, the nature of the calls was shifting. Fewer customers were reaching out for routine maintenance, and more were calling with questions because they lacked timely updates—clients often wondered when the plumber would arrive, how to access invoices, or where to find payment information. She soon realized this communication gap was causing significant frustration among clients.
Recognizing this underlying issue, the office manager set out to address the root cause rather than just responding to each call. She implemented an integrated system that enabled clients to track the plumber’s location in real time, quickly access invoices, and submit Google reviews. She focused on the clients’ need for better communication, researching potential solutions, and developing a plan to add value through technology.
Drawing from both the data and direct client feedback, she stepped forward to present practical recommendations and a clear action plan to the business. As the office manager, her strategic thinking enabled her to be a change maker.
She observed that the business was losing the small, recurring jobs that built customer loyalty. The opportunity was to build relationships and differentiate ourselves from larger competitors by offering unique, personalized service supported by clear communication. The new strategy, led by the office manager, centered on rolling out a company-wide technology platform that leveraged their strengths in customer responsiveness. This system streamlined communication, delivering real-time updates and essential information to both workers and clients, while maintaining detailed records for every interaction. With this approach, customers received timely answers and felt consistently supported, employees accessed the information they needed to work efficiently, and every engagement built a foundation for long-term loyalty and follow-up.
Why Strategic Thinkers Like the Office Manager Are So Valuable
Strategic thinkers bring more than quick fixes—they develop solutions that not only address immediate challenges but also support the organization’s long-term goals. The office manager’s ability to see beyond the obvious ensured that decisions and strategies aligned with the bigger picture, driving sustainable success for both the team and the company as a whole. Importantly, she was willing to speak up, voice her opinions, and challenge her co-workers when needed to achieve the best possible outcomes.
The story of this family-owned plumbing business and its office manager shows exactly why strategic thinkers are indispensable. They don’t just look at spreadsheets; they connect the dots that others miss.
They Identify Holes Before They Become Crises: As the office manager, she questioned the plan to just throw more money at advertising. She spotted weaknesses, like resource shortages or shifting market behaviors, and flagged them early.
They Turn Challenges into Opportunities: Instead of viewing the rise of information now culture as a threat, she saw it as a chance to innovate and build a stronger customer relationship.
They Align Teams and Resources: The office manager ensured everyone was working toward the same goal. The marketing team, receptionists, and plumbers all had to align around the new information-first strategy for it to work.
They Future-Proof the Organization: Identifying gaps in communication and proactively addressing client needs and market trends, the office manager demonstrated how strategic thinkers help organizations adapt, remain relevant, and foster stronger customer relationships.
Developing the Skills of a Strategic Thinker
Becoming a strategic thinker isn't about having a special talent; it's about cultivating a specific set of skills. You can start developing them today.
Ask "Why?" Three Times: When faced with a problem or a piece of data, don't stop at the first answer. Ask "why" it's happening. Then ask "why" again about that answer. And a third time. This forces you to move beyond surface-level symptoms to uncover the root cause.
Look Outside Your Department: Regularly talk to people in other departments. Ask a salesperson about their biggest customer complaint. Ask someone in finance what trends they're seeing. These diverse perspectives will give you a more complete picture of the organization.
Read Widely: Don't just read about your own industry. Read about technology, sociology, history, and art. Great ideas often come from connecting seemingly unrelated concepts. The solution to your business problem might be hiding in an article about urban planning or a biography of a historical figure.
Practice Scenario Planning: Take a current project or goal and ask, "What could go wrong?" Brainstorm three or four potential obstacles. Then, for each one, outline a potential solution or pivot. This trains your brain to anticipate challenges and think proactively.
Business strategy is the backbone of any successful organization, but strategic thinkers like the office manager are the architects who build it. They are the ones who see the holes in the plan, build bridges over challenges, and guide the company toward its goals.
Whether you are a business owner, a manager, or an employee just starting your career, honing your ability to think strategically will make you an invaluable asset. You will start solving problems before they begin, driving innovation, and leading with the kind of confidence that comes from having a clear vision.
Like the office manager at the family-owned plumbing business, recognizing underlying issues and presenting clear, actionable solutions—rather than just reacting to immediate challenges—sets the foundation for lasting success. Focus on asking "why," seeking out different perspectives, and looking beyond the data to the real story behind the numbers.
