Managing a Business in a Crazy World, 44

When was the last time the Director of Customer Service approached your company as a ‘secret shopper’? You know that if they did, they’d be shocked. Maybe it’s an idea you could drop in the Suggestions Box? Oh, you don’t have the latter? Too ‘old-school’? 

Actually it’s the source of regular, killer ideas if the board of directors are willing to get real, stop being defensive and love the customer and future customer.