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Learn Through Bad Experience
Next time you have a team meeting ask everyone in advance to think about their worst experiences of dealing with other companies. Then at the meeting allocate some time at the end to hear all the horror stories. Make notes about what your team say. Then at the next team meeting write up the key things companies do to annoy your team as bullet points on a flip chart. Then ask your team if your company does any of these things to your customers – you must be 100% honest! It’s best not to state that the items you are writing up at the second meeting are all the things your staff told you about at the first – let them (and they will pretty quickly) realize that your company does some of the things they hate about other companies – it helps to bring home the truth! Of course if you find that you and your staff claim that none of the things you have on your list are carried out in your center then that’s great. However don’t be complacent, sooner or later you may start to annoy customers! Lastly, if you have some great horror stories send them to us and we will feature them as a ‘Villain’ in our ‘Heroes & Villains’ section for everyone to read and learn from. Likewise, if you have some great stories we could feature the company as a ‘Hero’.