There is an ultimate customer service question. Do you know what it is? Here it is.
"How likely is it that you would recommend us to a friend or colleague?"
Hello! Ever put that question into a formal survey? It’d be dynamite…in more ways than one. First of all, if you actually asked it you’d have to be able to handle the response. Second, you’d probably have to ask it anonymously. And third, you’d definitely need to be ready to act on what you learned.
Here’s another great one:
"What are the three biggest problems with our organization?"
Ever asked that one? Can you imagine what we could learn if we’d just go there? We might actually get better at what we’re all trying to do!
By the way, Peak: How Great Companies Get Their Mojo from Maslow might be the best book I’ve read since Mavericks at Work. This thing is packed with really good ideas and insights. If you’re looking for a way to energize the conversation around your organization…especially in the area of corporate culture and impact…this is a great book.