Do you give priority to establishing and maintaining in proper working order good systems of communication – downwards, upwards and sideways – in your organization?

Have you a clear idea of what must, what should and what might be communicated in this three-way system?

Do you ensure that must-know information goes by the best method of communication: face to face and backed up in writing?

Are you a listening leader yourself?

Do you know the product or service you are offering the customer back to front? In other words, are you an expert in your field?

What parts of your organization’s vision or mission statement and supporting set of values relate specifically to the customer?

‘We say that we are customer-centric but we aren’t really
– it is all lip-service.’ Does that comment apply to your company: Wholly? Partially? Not at all?

How well do you keep customers informed of any changes in the pipeline?

Does your organization have a reputation for really listening to its customers?

Do you regard complaining customers as opportunities to create new friends and to improve your business?

Are you free – no, I mean really free – of the pernicious habit of making promises to customers that you have not the slightest intention of keeping, just to buy a little time?

Are you always looking for ways, however small or incremental, to transform a satisfied customer into a delighted one?