Comments on: Could What Your Employees Tell Your Customers Hurt You? http://www.visionbridgeinc.com/blog/could-what-your-employees-tell-your-customers-hurt-you/ Just another WordPress weblog Fri, 30 Jul 2010 02:35:18 +0000 http://wordpress.org/?v=2.7.1 hourly 1 By: Nicole Bickett http://www.visionbridgeinc.com/blog/could-what-your-employees-tell-your-customers-hurt-you/comment-page-1/#comment-86 Nicole Bickett Sat, 09 Jan 2010 15:04:23 +0000 http://www.visionbridgeinc.com/blog/?p=253#comment-86 Very true - thanks for your comment, Robby! Very true - thanks for your comment, Robby!

]]> By: Robby Slaughter http://www.visionbridgeinc.com/blog/could-what-your-employees-tell-your-customers-hurt-you/comment-page-1/#comment-85 Robby Slaughter Sat, 09 Jan 2010 01:47:59 +0000 http://www.visionbridgeinc.com/blog/?p=253#comment-85 Checklists are profoundly useful tools. If you haven't already picked up your copy of <a href="http://www.amazon.com/Checklist-Manifesto-How-Things-Right/dp/0805091742" rel="nofollow">The Checklist Manifesto</a>, do so right away! However, the key challenge with such a rigorous process is ensuring that it is *stakeholder-driven.* When you write "we are now in the process of developing a checklist" the key question in my mind is not "what's in the checklist" but "who do you mean by *we*." It is the people who have ownership over tools that make them work, not the tools themselves. @robbyslaughter Checklists are profoundly useful tools. If you haven’t already picked up your copy of The Checklist Manifesto, do so right away!

However, the key challenge with such a rigorous process is ensuring that it is *stakeholder-driven.* When you write “we are now in the process of developing a checklist” the key question in my mind is not “what’s in the checklist” but “who do you mean by *we*.”

It is the people who have ownership over tools that make them work, not the tools themselves.

@robbyslaughter

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