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  • Retail and Customer Experience experts Doug Fleener and Matt Norcia are the principles of Dynamic Experience Group, a retail consulting firm in Lexington, MA.

    Fleener is the former director of retail for Bose Corporation. Norcia was a key member of the retail training and development group at Bose. Both of them are never short of an opinion about retail and the customer experience.

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October 12, 2007

Yea But - An Impediment To Success

Degannoyedwoman As Yogi Berra so famously said, "It's like deja-vu all over again."  Three times in one week a client or colleague has asked for my opinion and when I've given it they have come back with "Yeah, but." 

One of the best and most effective actions we can take to improve and develop is to ask others for feedback.  One of the worst things we can do is try to defend or explain ourselves after we receive that feedback.  Listen to what people have to say and then take what you want and leave the rest. 

This is especially important if you ask the people in your organization what they think.  I guarantee that if you get defensive with your staff it will be the last time you hear an honest opinion. As my mother always said, if you don’t care about the answer, don’t ask the question.

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