The founders of Winters Plumbing in Belmont, Mass., envision a billion dollar plumbing empire.
So, instead of asking themselves “How can we fix this leak as quickly as possible?” as most of their competitors would, Winters execs ask questions such as:
- “How can we satisfy our customers so that they make us the world’s greatest residential plumber?”
- “How can we give this customer a great overall experience?”
— Adapted from “How Leaders Use Questions,” Stever Robbins, HBS Working Knowledge.