Imagine you own a restaurant. It’s a small, cozy place that caters to families and has a great reputation not only for the food but also for the atmosphere. One evening, a customer comes in and orders that night’s special. When his entrée arrives, he takes issue first with the temperature and then with the taste of the dish. Having already served it to dozens of other patrons already this evening, your staff is both surprised and skeptical. After they apologize and offer his dinner for free, the customer continues to complain loudly, becoming the focal point of the entire restaurant.
Last week, my wife’s grandmother passed away at 98 years of age. She was a special lady who remained alert and curious until her last days. She was active on Facebook, keeping up with her great-grandchildren’s lives.
Have you ever thought about what employees really want from a company and a manager? What is it that really makes employees feel satisfied in their work? Among other things, having a manager who cares about them as people is part of being happy at work. So when I heard about Liberty Bottleworks, I figured it must have a pretty satisfied workforce. Here’s the story.
“Better to remain silent and be thought a fool than to speak out and remove all doubt.”
Knowing what your customers want and need and delivering it are key concepts for any business. But how do you really know what your customers want?