Here’s one last idea that needs to be learned. Most leaders make a mistake and lose touch with their actual customers. Newberry makes it a point to personally handle five calls or e-mails a week so she understands what her customers are wrestling with. Steve Jobs used to work in customer service and take customer complaint calls himself.
If you want to grow you really have to be close to your customer.
Jon Goldman is President of Brand Launcher, a business and marketing firm that specializes in small-to-midsized companies. Jon presented at National Pavement Expo in Memphis in February 2012 and will present two sessions at NPE, Jan. 23-26 in Nashville. Find out more about Brand Launcher at http://www.brandlauncher.com. You can also get Jon’s e-book “The Secret of the Watermelon” for FREE at http://watermelonsecret.com