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Send staff out on visits

Send your staff out to shop at your competitors’ businesses or to do business with companies that have a reputation for great customer service. Then have them come back and report to the rest of the staff:

• What impressed them as being very good?

• What made them feel disappointed or angry?

• What can you learn from this?

The benefits will outweigh the costs. A restaurant owner sent a chef out to dine at a competitor’s. He came back complaining about good food being served on cold plates. He was much more careful about warming plates afterwards.