The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks

Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary.

Remember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score or heard you whisper, “Hey, what did you get?” you were likely advised to focus on your performance and disregard others’.

It’s a principle worth reemphasizing today. As leaders, we desperately want good information. We want to know where we stand, what customers expect, what we must do to deliver great service…read more.

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