The Power Of Being In Touch With The Customer

As a business grows, it's easy (and hazardous) for you to get distanced from the customers. I think you should read your "white mail" (customer correspondence) at least a few times every month, get on the phone or face-to-face with customers at least several times a month, and work on the front lines of your business at least one out of every 90 days.

The CEO of a restaurant chain, for example, ought to get into one of those restaurants and seat people, wait on tables, and bus tables every once in a while.
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