I just got off the phone with another interrupting salesperson. It seems he could, for a small fortune, completely turn around Hunter Douglas's consumer response metrics with a great measuring software package. It would measure (what I already measure mind you but with cooler graphics) everything our staff does to fully maximize their time and efficiency.
Being an eager young man he followed his pitch with the question..."How would you benefit from this great tool?" My response was simply..."I measure consumer satisfaction- every contact- everyday. If those numbers are strong, my staffs doing their job."
I had the guy stumped...and I was free from the call.
Of course it brings up a point: Why do we spend so much time measuring how we do something? Seems we would be better served to focus on measuring how the output of what were doing impacts those were targeting. It's just selfish to only measure your own internal stuff.
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