Are You Really Listening to the Customer?

Last Updated Sep 28, 2009 5:00 PM EDT

Here's a little thought experiment to test your retention skills. Read the following paragraph out loud to yourself, then click on the link below it:
Things sometimes get confused here at Herman, Inc. Our former VP, Fred, moved over to head the engineering group, which James had headed previously. But when Sally, the HR VP, tried to change over the engineers that we acquired last year, she transferred some the purchasing responsibility to her group. So I'm not exactly sure whether the ultimate responsibility lies with HR or with the engineering group. If you asked James, he'd say it was with the engineering group. Fred, however, says it's the HR group.
Click here after you've read the paragraph above»