Startup CEO by Matt Blumberg

Author:Matt Blumberg
Language: eng
Format: epub
ISBN: 9781119723776
Publisher: Wiley
Published: 2020-07-21T00:00:00+00:00

“The Nachos Don't Have Enough Beef in Them!”

Here's a story for you.

I'm sitting at the bar of Sam Snead's Tavern in Port St. Lucie, Florida, having dinner solo while I wait for my friend Karl to arrive. I ask the bartender where he's from, since he has an accent. Nice conversation about how life is rough in Belfast and thank goodness for the American dream. I ask him what to order for dinner and tell him a couple of menu items I'm contemplating. He says, “I don't know why they don't listen to me. I keep telling them that all the people here say that the nachos aren't good because they don't have enough beef in them.” I order something else. Five minutes later, someone else pounds his hand on the bar and barks out, “Give me a Heineken and a plate of nachos.” The bartender enters the order into the point‐of‐sale system.

What's the lesson?

Listen to your front‐line employees – in fact, make them your customer research team. I have seen and heard this time and again. Employees deal with unhappy customers, then roll their eyes, knowing full well about all the problems the customers are encountering and also believing that management either knows already or doesn't care. There's no reason for this! At a minimum, you should always listen to your customer‐facing employees, internalize the feedback, and act on it. They hear and see it all. Next best prize: ask them questions. Better yet: get them to actively solicit customer feedback.

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