There's no better way to find out how well your team is performing (and whether you're getting better or worse) than by asking the people you serve. Whether these customers are inside or outside the organization, they can provide more important information than any other possible source.
What's more, most customers are flattered to be asked their opinion, quite willing to tell you what you're doing right or wrong, and likely to feel much better about working with you in the future. Here are four steps you can use to take advantage of this valuable input on your team's performance:
1. Identify likely customer concerns. Start by talking with the people on the front line: your team members who work directly with customers. They know what priorities, concerns, limitations, problems and hopes dominate the relationship—what customers complain about when it's missing, and compliment when it's there.
Work with the team to develop li...(register to read more)