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?