Seth Godin's comments about his most recent trip to a convention center, and the accompanying picture of him sitting on the floor having lunch with some fellow authors, should prompt a question in any business owner's mind.
"What are my customers not telling me?"
Customers have a unique way to find "work arounds" to the neglect or barriers associated with doing business with you. Ultimately, that hurts your business. Yet you'll probably never hear a customer come knock on your door, explain the problem, and then suggest a fix.
One quick example: I use AT&T (NYSE:ATT)for my office phone service. I was going to be away, and wanted to forward a line to my cell phone. The easiest thing in my mind would be to call AT&T to find out how to do this, or to look up the info on their website. But I knew that those two options would take a long time, and maybe not give me the information I needed.
So, I Googled the information instead. It gave me the answer I was looking for, on a page that was deeply buried in the maze that is the AT&T website.
What aren't your customers telling you?