Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
By Rick Tate
Enhance your Customers’ Experience and sharpen your Customer Focus to differentiate your organization and build long-term loyalty and profitability.
If you need help, check out our book, That’s Customer Focus!: The Overworked and Under-appreciated Managers Guide to Creating a Customer-Focused Organization.
Everything you need know and do to create and implement your strategy is covered in this great book.
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As Thomas Paine so aptly stated ..."A long habit of not thinking a thing wrong gives it the superficial appearance of being right."
If we hold true the theory that the earth is flat then we make decisions and create practices within that framework of thinking and are blinded to the possibilities that are present under a different theory.
Worse, all improvements to those practices will be nothing more than upgraded versions of what always was and not breakthroughs.
Almost every significant breakthrough is the result of a courageous break with traditional ways of thinking (a change of theory!). If managers "believe" their views are facts rather than a set of assumptions (or personal theories) that they have accepted as truth, they will not be open to challenging those views and will never create the type of change that will dramatically affect the business.
Any future practices or procedures that are altered without a change in thinking or theory will be disguised versions of those same practices or procedures. Is it any wonder that we keep re-creating the wheel?
We are conditioned to steer away from this type of change and become more "action" oriented or pragmatic in our approach.
However, this allure to action short circuits the learning process and inhibits effective change in business. We've all heard over and over again..."I don't have time for theory, I need practical application and action." Perhaps we have created the very approach that is our biggest obstacle to effective problem solving and change in business.
No Theory, No Learning? A message that will serve us well and a discipline that will bring about lasting results.