This article first appeared in Twin Cities Business Monthly, September 1999
By Dennis McGrath
Peter Lilienthal puts CEOs in touch with their employees.
Restauranteurs and CEOs, Peter Lilienthal contends, suffer from the same inability to get unvarnished feedback.
"If a diner is having a mediocre meal, nine times out of 10, when the waiter or owner inquires about the food, the dissatisfied guest responds with ‘just fine.’ Then the patron doesn’t return or, worse yet, bad-mouths the restaurant to friends. The restaurant’s management often genuinely wants honest feedback, but doesn’t get it. The result is everyone loses. Our society doesn’t condition us to say what we truly think."