Lessons Learned – #9

Continuing to count down the Top 10 things I learned during 2011:

Slow Improvement – In the spring I participated as a mystery shopper by reviewing a car wash. After a 30-minute undercover investigation, I spent an hour-and-a-half completing the online report about quality, appearance and customer interaction. Compensation? Reimbursement for the $12 wash. Interestingly, my biggest recommendation – ‘Fix the fence in the back that’s a falling-down eyesore’ – remains ignored. Feedback is a missed opportunity unless you’re willing to change.


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