A close second to this sage wisdom is Know Thy Business.
I remember a Grad School foray into the Johari Window.
Charles Handy calls this concept the Johari House with four rooms. Room 1 is the part of ourselves that we see and others see. Room 2 is the aspects that others see but we are not aware of. Room 3 is the most mysterious room in that the unconscious or subconscious part of us is seen by neither ourselves nor others. Room 4 is our private space, which we know but keep from others.
If we apply this concept to our business we can hypothesize:
* There is a part of our business that we and others see.
* There are things about our business that others see and we do not.
* The mysterious room of our business occurs without owner or customer awareness.
* The private space of our business has our highly valued “Do Not Enter” sign. Customers cannot access our secret sauce.
At this writing, I’m concerned about the blind spot of a business. I want to change lanes but I’m not sure if a Mack truck is unseen by my mirrors.
Customers know stuff about a business that an owner accesses only through frequent and competent observation. Rocks need to be turned. Eyes wide open.
It seems futile to smell one’s own breath. So we take preventative measures. How many preventative actions do owners take each day…just in case.
It’s not enough to know we don’t know.
The real question seems to be…Are we prepared to know?
Listening posts at every customer touch point can open windows.
Maybe one angry bird will tell us what we don’t know.