March 1, 2007I Am the Voice of Your Customer
My PowerPhrase and Poison Phrase of the week both come from the International Standards Organization Conference in Orlando this week.
“Cassie” is an auditor who had a client who resisted her findings. She got her client to pay attention by saying,
- Don’t think of what I’m saying as coming from me, your auditor. Think of what I tell you as the voice of your customer.
He listened.
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