Inc.com | Everyone's a Critic -
[Cached Version]
Published on: 6/23/2004
Last Visited: 6/23/2004
Nothing used to annoy Christine White more than a complaint from an employee.The owner of Boudoir Baskets, a Web-based retailer of lingerie and other romantic accouterments in Santa Clara, Calif., was convinced that no one knew her business the way she did.Even as her company grew to 20 employees and White relinquished more of the day-to-day responsibilities to focus on larger, strategic matters, she had a hard time accepting that her sales reps might possess greater insight into her products and customers than she did.
...
So two years ago, when a sales rep told White that he had concerns about a new product, she was not inclined to listen.The device, he said, was shoddy and broke easily.White had already stocked her warehouse with the item.If she'd made a mistake, it would cost thousands.It's a great product.I got a great price from the manufacturer, she thought.
...
"It took a while for it to sink in," White admits.
...
White, for example, has now created an "open door" policy to invite negative feedback.When she feels herself getting defensive, she remembers that it's all just part of doing business.