Do you give priority to establishing and maintaining in proper working order good systems of communication – downwards, upwards and sideways – in your organization?

Have you a clear idea of what must, what should and what might be communicated in this three-way system?

Do you ensure that must-know information goes by the best method of communication: face to face and backed up in writing?

Are you a listening leader yourself?

Do you know the product or service you are offering the customer back to front? In other words, are you an expert in your field?

What parts of your organization’s vision or mission statement and supporting set of values relate specifically to the customer?