Are Your Challenges Different This Year Than Last Year?

by aaronross383 on April 1, 2010

As a CEO or executive, how often do you talk directly with employees on the front line for unfiltered feedback?  Every time information is passed through someone or a level in a company, it’s filtered and changes.

What do your salespeople (not sales managers) tell you is their #1 bottleneck in growing their numbers?

According to the front line customer service employees, what are the top customer complaints? Or from the employees that handle current customers, why do they cancel?

Of course you need to listen to your executives and managers, but don’t ignore the customers and line employees!!

These reasons should all be different than last year’s reasons. If they’re the same, your company isn’t working to break the bottlenecks affecting your growth.

It’s easy to maintain great communication in a small team, but as a team or company grows to 10, 15 or more people, you need to up your communication game.

Three Things To Do To Improve Communication:
1) The CEO should do a monthly company update that is fully transparent. Here are more tips on CEOFlow: 8 Ways To Practice Transparency.

2) Executives should spend 25% of their time talking with customers or frontline employees.

3) Every week or two, the CEO and/or executives should take time for “brutal honesty” sessions with the company or their team, in which employees can submit anonymous questions and the executives answer them.

{ 1 comment… read it below or add one }

Jeff Ogden September 9, 2010 at 1:52 am

Great advice on going directly to the source of the information. This is good for CEO’s because, as you point out, it’s like the kids game of telephone. Critical information is lost.

Congratulations on being named a top B2B marketing blog. That’s quite an honor. I’m pleased to share the news that Fearless Competitor was also named to that great list. It’s nice to meet you.

Jeff Ogden, the Fearless Competitor
Find New Customers
http://www.findnewcustomers.com
@fearlesscomp

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