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Leading Through Turbulence: How a Values-Based Culture Can Build Profits and Make the World a Better Place by Harriet Lewis, Alan Lewis

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CHAPTER 6

Measuring for Excellence (Again and Again)

Ask your customers what they want— then listen and deliver.

Harriet: We believe the best way to grow your business is to please your customers. Not just serve them, please them. And we think the best way to make sure your customers are happy is to continually ask them what they think of your products—then pay attention and use the information they give you! So many companies don’t know anything about what their customers really think of their products or services. Even companies that do customer surveys squander the information they get by not paying enough attention to it. Or they never do anything to change their products or services based on the information they get.

At Grand Circle, we ...

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