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By Michael Angier

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Feedback is the Breakfast of Champions

We've carried the above slogan in SuccessNet Strategies (formerly Success Digest) for seven years and have always encouraged people to tell us what they think and let us know how we're doing.

Developing a positive attitude for receiving feedback and discerning its value is a critical step in creating a World Class Company or a World Class Life.

When you can get to the point where you view ALL feedback as valuable—whether it's critical or complimentary—you're well on your way toward creating an excellent organization.

SuccessNet is big on surveys. We're constantly surveying our members and subscribers to better understand their needs and wants in order to serve them better.

But surveys have many limitations. I learn the most by talking to people. I call it MBWA (Management by Wandering Around). I ask our members what worked and what didn't. I ask them how they found us and how they access our services. I ask them how often and why they buy from us.

You can't learn less, and when it comes to staying current with your customer's wants and needs, nothing beats a one-on-one conversation.

The conversation usually starts off pretty general. But by asking questions, by showing that we care, they begin to open up. We get useful information we can use to improve our services and our products. And in the process we build a better relationship.

George Washington Carver said, "If you love something enough it will reveal all its secrets to you." I really do love our members. I truly want them to achieve more of their unique potential. I want them to grow; I want them to be more profitable and fulfilled.

What are you doing to understand your customers better? What steps are you taking or willing to take to stay abreast of a changing marketplace? Some of you might say, "I don't have any customers. I work in a large company and have no direct contact with the clients." But you do. The people you provide service to within your company are your customers just as if they were buying from your company.

Who do you serve and how can you serve them better?


"If you love something
enough it will reveal all its secrets to you."
—George Washington Carver


"Do everything with so much love in your heart that you would never want to do it any other way."
      —Yogi Desai



"Each handicap is like a hurdle in a steeplechase, and when you ride up to it, if you throw your heart over, the horse will go along too."
      —Lawrence Bixby


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Last Updated 07/19/2004