“The best way to identify key combustion points is to study your guests. What do they complain about?”
Be Our Guest: Perfecting The Art of Customer Service – by the Disney Institute & Theodore Kinni, page 144
For reasons far too numerous to mention, we all have a tendency to listen to the good news and ignore or excuse away the bad news.
Never have two words ever summed up your daily existence: STUFF HAPPENS. How you acknowledge your “stuff” and how you respond to it will determine how long you will remain in business. Like or not, believe it or not, buy into it or not, “stuff” will happen to you.
The mature business professional understands this and takes a proactive stance. They don’t wait until the @&%* hits the fan, they investigate what can go wrong and they fix the root cause before the fire. They listen to what their clients are saying and what they are not saying. They pay attention to the only opinions that count… those of their prospects and clients.
If you want to know the “truth,” ask your clients for their opinion. You may not agree with their opinion, but it will still be the truth. (Perception is reality)
Mike presents a business-building webinar on the third Thursday of every month sponsored by AmaWaterways. To receive monthly invitations send Mike an email with the words “business training” in the Subject Box. You will also receive a link to the recorded version.
For information on Mike’s Fourth Annual Training Cruise, email Mike at firstname.lastname@example.org with the word “cruise” in the subject box.