“Grab a notepad or a note on your phone, and for one week, write down every question a customer asks you, word for word if you can.”

“Start a customer question list. Every question a customer asked you for a week, written down in their words.”

“Write down the five questions customers ask you most often. Then look at your website. Are those questions answered? Clearly somewhere a customer would actually see them?”

“I start every class with what I call question role, which is a way to take attendance by having students answer the same question and typically these questions are low or no stakes.”

“Grab a sticky note for every technician on your schedule. Write down one specific thing each of them did this month… then say it out loud on the entire team.”