That was the beginning of the conversation in Kennett Square last night. Gayle and I were waiting to meet Amanda, our daughter-in-law, for dinner. A guy comes walking down the street and aggressively confronts me with that question. Talk about brining your networking A-game. I said no and asked why he thought I did. His friend had told him that a guy fitting my description had made a comment behind his back in a bar. Ahhhh – information on state of mind.
Well, it all turns out OK as his friend, being concerned about SOM, followed him and told him he had the wrong guy. Turns out they were OK guys but the one seems to have an anger management problem.
This just reminded me of how important it is to really know who is talking, to listen well, and be careful of taking action on information that comes 2nd and 3rd hand. You have to experience it yourself to really understand.
“Voice of Customer “ – is this something that you whole organization takes action on? Or do you hire an outside firm to do the leg work? The leg work – the get in front of the customer you have, the customer who fired you, the customer you would like to have – ask the questions yourself and listen!!! You will then not be the guy coming down the street to pick a fight with the wrong person. You will pick the right battles and more than likely win – because you are facing the person who gave you the clues.
Have a great week.
Runners, triathletes – go for it. Do your best, forget the rest.