Good leaders are always looking for areas of improvement, even when their business is on a successful run. Adjustments can lead to longer periods of success, or add a crucial point or two to profit margins.
In my book “I’m Not Buying It,” set for release in January, I recommend “walking in someone else’s shoes” to learn (or re-learn) how your business is viewed by customers.
It’s a pretty simple process: Take a few minutes away from the hectic day-to-day activities and watch your customers.
First, a disclaimer: I realize this is something many businesses do – or at least believe they do. But my experience is that the observations lessen over time until eventually they are forgotten altogether. (Consider this a friendly reminder.)
Also, business leaders often delegate this type of task to others. I’m suggesting the leaders actually do the observing.
Why? You have unique responsibilities, and therefore a different point of view. You might find significance in certain behaviors that others wouldn’t.
So start watching. Where do your customers go and what do they do? What makes them pause and take a closer look? Perhaps just as important, what do they hurry past without so much as a glance?
And a big one: How does your staff deal with customers?
Conduct a session at regular intervals, and keep notes about your observations. I cannot tell you what you’ll learn, but I can promise that you will discover something of value.
