When we are going through a successful time in our business, it is easy to get complacent and self-satisfied. Sometimes we stop looking for ways to improve or look for weaknesses.
One major way that you can combat this is to listen to the questions that customers are asking you or your team. Do you find them asking about specific areas over and over again? Are there certain links in various processes that are brought up and hard to understand by a lot of people?
You can think that you've reached it because of growth and overall customer satisfaction, but questions are one of the best measuring rods to use to see if there are problems waiting to happen.
With my management strategy, I've always asked my employees and fellow managers about the questions that customers are asking about. I have found this the best way to measure leaks in the business that could possibly grow into huge problems.
Have you found this to be true in your experience?
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