As a quick recap from last time, we looked at the ‘why’ of the question-qualifiers Why, What, Who, How and When and Where :

• Neglecting to Ask for Referrals due to lack of a process
• Ignoring Non-verbal Customer Feedback
• Not Requesting Feedback Or Handling Bad Feedback Poorly
• Little or Inconsistent Communications
• Lack of Differentiation
• Lack of Engagement Strategies
• Failure to Acknowledge or Reward Referrals
• Miscommunication During Onboarding
• Poor Communication of Changes in Services, Procedures or Policies