David Stewart

They can come and let us know what's going on.

I think the bigger thing is the things that they don't know are issues.

So the sales team themselves might not even know it's an issue because it's just the way things have always been.

And meanwhile, I'm working on another project, and I found a solution for that, but I didn't know it was still an issue.

I thought the issue was solved.

Or the client care team doesn't know the sales team is dealing with an issue or vice versa.

And so...

Sitting down and really sitting with the sales team or the service team and watching them do the job is incredibly helpful.

Even these things that I've been doing for years that I assume are just being done right, spending some time and just watching them do the work for a little while, listening in on some of the calls that I assume are going well, and then you realize, okay, we need to get back to the script.

We need to improve this over here.

So I think spending time while the job is being done has been equally helpful to asking for feedback because I think...

So many people, again, they're problem solvers too.

They're not complainers, right?

We're not complainers.

We solve problems.

We just do what we do.

We don't realize it can be done better.

And so they're not even going to raise their hand and say, hey, this is an issue because they just want to get the job done.

And I'm like, I need to know this.

I need to know this is a problem.