Listen to what isn’t being said

Most folks are diplomatic by nature. Rather than cause confrontation, they steer clear of giving negative feedback.

If someone takes a dislike to you, she won’t tell you to your face. She’ll simply stop taking your calls.

If a customer doesn’t want to buy your product, he won’t tell you why. He’ll simply blame the process, “Sorry, but we had to follow company rules.”

Pay attention to what’s not being said. What is happening behind the scenes? What are people saying behind your back? What stories are your competitors spreading?

When the Xmas cards stop coming, that’s when you know you’re in trouble.

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