10. Gathering Customer Feedback
Scott, an IT director whose division was a profit center to internal customers, learned a tough lesson: Failing to regularly gather feedback is a great way to lose good customers. Scott’s staff members had been proud of their long-term relationship with the payroll department, for which they had provided extensive computer services. Unfortunately, they had begun to take this important and profitable customer for granted, competently delivering services but neglecting to maintain contact. There’d been no complaints, so why worry?
Imagine their surprise when the payroll manager abruptly announced plans to transfer the department’s computer needs to an outside vendor. Not for better service—service quality had been ...
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