…But was she right? Can you assume that because they’re not complaining, our customers are happy? Delighted? Excited about what you have to offer? Or are they just too busy dealing with other issues to complain? What if your product is just the second most annoying thing on their daily list of irritations – but they are so busy with the first that they haven’t had time to get to you yet?
Just as preventative maintenance of your car (or home, or office) can keep an unexpected, costly, and hard-to-solve emergency repairs from cropping up, preventative maintenance of your product or service can alert you to issues and help you find solutions before you make it to the top of your customer’s “exasperation list”. Simply making sure that every customer-facing individual in your organization is asking “how are we doing?” or “how’s our product working for you?” and providing a mechanism for team members to feed back what they’ve learned is a good start. The next step is to make sure you’re prepared to actually look for solutions…but that’s a story for another day.
So just possibly Mom wasn’t right on this one – maybe if you spend just a little time looking for trouble, you can find it and neutralize it, before it comes looking for you.
Megann & Steve