https://www.youtube.com/watch?v=cCdu67s_C5E&t=150s Why have leaders failed to realize that a shift must occur, i.e. understanding that employees implement the plans and therefore must come first

https://www.youtube.com/watch?v=cCdu67s_C5E&t=150s

1. Why have leaders failed to realize that a shift must occur, i.e. understanding that employees implement the plans and therefore must come first before the customers?
2. Can leaders make this shift? If so, how?
3. Should the leaders of your organization (place of employment, current or immediate past) spend more time selecting, training, appraising, and developing people? Why?