Mind Your Business

"You just don't manage without measuring," he insists.

Keep An Open Ear

Before you can measure customer satisfaction, though, you have to provide it—and this means more than just service with a smile.

"The in-house business should set a clear policy for handling complaints," advises Durtschi. "The employees must understand that a complaint is a positive sign compared to the alternative of a customer not coming back for service and not telling you why."