I went north today. I happen to drop by a Chevrolet Dealer in Merysville. There was a car show going on and they were serving free hamburger and hotdog. I met a sales person I knew from other dealership. Networking and remembering people are so important.
"Blame the Indian, not the arrow”
“A bad workman blames his tools.”
"It is not the clubs you hit, it is you."
There seem s to be several version of same thing saying it is the people wha are to blame. I believe ultimately it the people to decision to use the paticular tools. But as a manager, you need to provide the best possible tools.
Does getting what your customers are thinking important to you?
Does clicking on just a face on the OpinionStand give you an enough feedback?
Do you need to know why people are happy or unhappy?
Knowing customers' opinion is the first step. It is not the conclusion, it is just a beginning.
Something you should read.
80% of businesses believe they provide “superior” customer service. But only 8% of customers would describe the service they’ve received in such glowing terms. When customers aren’t happy, there’s often significant damage done. In fact, U.S. businesses collectively lose an estimated $83 billion a year due to shoddy customer service.