Invite a customer to speak to your employees. He will tell them exactly what is required of them. This is not only a great way to train your employee about customer expectations but also to build honest and transparent relationships with your customers.
While I was talking to a customer of one of my clients (an accounting firm), she remarked, "We believe that your firm is more focussed on the manufacturing firms rather than service firms." ...Yikes!! I was aghast. When did that happen? I learned an important lesson in Marketing - If you don't differentiate yourself in the marketplace, your customer will do it herself. If you do not want your customers to confuse you with something that you are not, you better start telling them what you really are. (The assumption here is that you know what you really are.)
