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Real feedback when it matters

Most companies spend a ton of money doing generic research.  Most front-line employees aren’t part of the process. But that’s where the best insights come from

Renald Fortune is a banquet server at Lowe’s Royal Pacific Resort in Orlando.  I was at a conference and I commented on the better-than-usual food.

Renald took a moment to thank me. Then he asked me to go to the web site to provide more feedback.

He cared enough to engage with a customer, to make a personal connection, and genuinely ask what I thought. It seems like a company-wide attitude.

The lesson:  What can you do to get your team to truly care what customers think?

Watch my video interview with Renald:

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