The Importance of Listening to Customers

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"I've got a very progressive management team in utilities right now. And one of the things we found is that from a historic policy, we were only able, when we would get payment plans from some of our customers to repay," he said. "And so through constant questioning, this team within a day, they set up a whole new process where we could take partial payments." He added: "We also collect success stories and we put them on our intranet"

John Dickson: Spokane County, Washington Here's a link to the Lean Fighter article John mentioned about some of the work he contributed to at Boeing John mentioned the learning organization that was articulated by Peter Senge. This model was made popular in Senge's book The Fifth Discipline*, which is a must-read for leaders and also appears on my Top 10 books for leaders list. “The servant-leader is servant first. It begins with the natural feeling that one wants to serve, and serve first. The conscious choice brings one to aspire to lead.” -Robert Greenleaf “Enthusiasm is the little recognized secret of success.” -Dale Carnegie A recent article from the Spokesman-Review on the new utility bill payment system that John spoke of on the show. What’s one shift you could make that would make you more like a servant leader? Discover More Activate your free membership for full access to the entire library of interviews since 2011, searchable by topic.