Whenever I went in to consult with a failing company, before the word got out as to who I was, one of the first things I did was talk to the front office to see how a typical customer or prospect was treated.
Too many executives never call their main telephone number so they never hear what their customers or prospects do, nor do they ever walk through the front door where the lowly customers have to deal with their receptionist and other front office personnel. (Even if they do, they’d get the special treatment).
If you can’t get a feel for what is going on, hire someone to do it and give you detailed feedback. You’ll be surprised……