Just What Are Your
Your most unhappy customers are your greatest source of learning.
When our company, Vox, was just starting out and had a limited number of customers, I wanted to know what those customers were thinking. So I did what owners of many other small companies do. I picked up the phone, called one of my few clients, and asked, “Hey, John, how are we doing?” If John said he was having some small issue with our service, I was able to immediately investigate and resolve the problem. And even if John said, “Everything is going okay, ” yet I sensed a hesitation in his voice, I could probe for particular issues with the relationship, our process, or our deliverables, to try to find out what he really thought. If, when I hung up, I still wasn't satisfied that John was thrilled with Vox, despite what he said, I'd call in the project manager on John's account and probe further. We could usually figure out if there really was an issue