 OUR TAKE -
Healthy Appetite
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| Lasting Impressions:
What lies behind us and what lies before us are tiny matters compared to what lies within us.
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Ralph Waldo Emerson
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Earlier this week, I shared a letter from a CEO to his customers. The gratitude and humility of this connected CEO seemed quite genuine to me. And it made me wonder why we don't see more of this.
One reader responded by saying, "Every business should have the appetite to hear the good, bad, and the ugly. Many don't. Many people do not like to stare at their problems directly in the face. It is easier to sidestep the hard decisions, issues, and emotional debris. Also, what would be even more powerful is if the president wrote about the problems he did hear, how he prioritized them and what he's doing about them. Acknowledge, analyze and act. The ultimate barometer is what you do with the feedback you receive."
Indeed, it can be difficult, down right unpleasant, to stomach negative customer feedback. A healthy appetite for critical input goes against human nature. And it goes against many incentive plans.
What can you do to encourage a healthy appetite for critical customer input?
Gary Lemke, Publisher
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As of 4:00 p.m. on 1/21/10 |
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