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Questions that lead to good results

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in Leaders & Managers,Workplace Communication

Surely, you've heard over and over that good leaders ask good questions. Fine. But what questions might those be?

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?”
The answers to those questions have led to Winters plumbers’ arriving well-groomed in freshly laundered uniforms, fixing the leak and then vacuuming the area, leaving it better than they found it.

— Adapted from “How Leaders Use Questions,” Stever Robbins, HBS Working Knowledge.

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