Compliments of puukibeach via Flickr

If businesses are able to identify customer wants and needs, customers will typically pay more for their products, even if they shop strictly on price [Barlow and Moller].

This year I attempted an alternative type of spring cleaning, with the goal of continual improvement.

Books such as “Treat me like a customer” and “A complaint is a gift” offer recipes for responding to dissatisfaction. Last week I implemented some of these time honored techniques in my own Principles of Management course. I sat down with a couple of students, and asked what they would like to see different. Turn the page…