to Holding Customer Meetings |
1. Hold them during working hours.
2. Use an outside facilitator.
3. Invite two customers to speak for 15 minutes each about:
• what you do well;
• what you have done poorly;
• how it has affected them.
4. Give people a chance to ask questions.
5. Have a coffee break.
6. Divide people into small, random groups of between seven and ten people
to discuss:
• what matters to our customers;
• what do we do well;
• what are the problems;
• the ideas we have to improve.
7. Have the groups report back in a plenary session.
8. Compile their findings and give them to management.
9. Management: Do something with the information. Make sure both your
customers and your staff see that you have done something with the information.
Remember: Perception is reality!
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