Here is your motivational Quote of the Week, personally selected to get your week off to a thoughtful start.
"We were listening, but we weren't hearing what they were saying."
Justin Belobaba, CEO, Medical Telecom Corp., Toronto: the No. 1 company on PROFIT Magazine’s 2007 Hot 50: Canada’s Emerging Growth Companies
Here’s the backstory: MTC was founded in 2003 to help doctors bill patients for uninsured services. But the first two years were rocky – physicians just weren't using the complex telephone system MTC created. What these uber-busy customers wanted was a system that required virtually no effort on their part.
Writer Jim McElgunn quotes Belobaba as saying, "We were listening, but we weren't hearing what they were saying… They were asking for features and we would deliver them, but performance wouldn't change. What they were really telling us was, 'This doesn't work for me'."
MTC traded in its complex system for a much simpler fax-based service that generated new sales and rave reviews.
Are you listening to your customers? And are you really hearing what they are trying to tell you?
For the full story on MTC, click here.