Marcia's Leadership Q and As: How can business owners make a difference to their customers?

Q. What is one thing that business owners can do to make a difference with customers?

A. Every business owner, CEO, president and executive should take 30 to 60 minutes a week and call their own company.

Experience if someone answers the phone; experience how long you’re on hold; experience if you get your questions answered; experience if your problem is solved — ever.

Many executives have no clue that they are leading a business that is so complex and full of waste, the customer cannot get their phone or email answered. Once the customer connects, executives should listen; then act.