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Do You Know What You're Doing Right?

Sep 01, 2004

Leadership Tip

We’re all very good at beating ourselves up when we make a mistake. When was the last time you asked your clients what they like about your company, program design or customer services? As Peter Drucker once said, “We should spend at least as much time understanding our strengths as we do our weaknesses.”

Chris DeVany, founder and president of Pinnacle Performance Improvement Worldwide, a management consulting and training firm (, suggests that owners and managers make such assessments regularly. “This provides you and your customers with yet another opportunity to discuss the positive elements of your offerings,” he says. “Human behavioralists will verify that as you prompt customers to keep in effect saying, ‘Yes, yes’ instead of ‘No, no,’ you place them and keep them in ‘buying’ mode rather than ‘No, thanks’ mode. This is good; keep it up!”

DeVany also suggests that owners and managers not be shy about regularly asking customers what they can do better.“ Making the time to carefully ask your customers this [question] informs them and reminds you of your commitment to continuous improvement. Commitment to continuous improvement is what many of us identify as a best practice of successful organizations.”

IDEA Trainer Success, Volume 1, Issue 2

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