It is easier than ever to listen in, to hear what your customers say about you, to read what your friends are posting, to eavesdrop. Keep surveying your employees, tap their phone lines, hang out in a stall in the break room…

If you try hard enough, you can hear what people are saying about you behind your back.

What people say is not always what they mean. It is more productive to watch what they do.

When a person says she does not like you, that’s fine.

The main question is: Does she behave like she does not like you?

Spend more time looking, studying, and reflecting on what the customer does, more than trying to find out what she says.

PS: Quiet customer quietly walks away.

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