Do the unthinkable - be your own customer. Take a critical look at your organization one afternoon and walk through the front door as a first-time customer would.

Notice things such as the lighting, the cleanliness of the floor, the countertops, and the displays. Notice the arrangement of your merchandise. Do you get a sense of being comfortable or cramped? Notice the responsiveness of the staff. Are you welcomed or are you treated as an intrusion?

If you sense anything other than comfort, being welcomed, and pride in your organization, you've got work to do. Because any other negative feeling you sensed, is also being felt by prospective customers -- and you could be losing business because of it!

So do yourself a favor. Notice and address the 'little' things seen on the other side of your business. You'll be amazed at the 'big' changes in customer satisfaction and business that can develop.

Copyright 2002, 1998 - Liz Weber of Weber Business Services, LLC. Liz speaks, consults, and trains on Leadership Development, Strategic Planning, and Organizational Change.
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