Ask Customers & Staff for Ideas

Want ideas to improve your operations? Ask your customers, ask your staff, and ask your staff to ask your customers:
"What do you like about shopping here? What would make this a better place to shop?"
What do you like about working here? What would make this a better place to work?"
"What are customers asking for that we don't carry?"
     Still, even with those open-ended questions, your customers and shoppers may not be honest with you. They could choose not to tell you the truth. Then, even if they're interested in telling you the truth, they might not know what the truth is.
     They might not know what the truth is because they really haven't been thinking much about it. Give them time to answer. After you ask the question, wait a moment before moving on. Maybe invite them to consider the question and get back to you next time they see you.
     Your employees may choose not to tell you the truth because they're frightened that they'll get in trouble for complaining or that you'll take their praise to mean you won't correct problems they HAVE spotted. Customers might think that if they tell you how great it is to shop with you, you'll run right back to your office and raise all the prices.
     Don't punish people for being honest. And be honest back with them. They should know you won't make major changes based on feedback you get from one person and unless it improves your profitability. Still, you can always think about what you're told, express genuine gratitude, carefully consider it all, and then, when you do implement changes, announce how it all started with what you discovered from your customers and employees. Make them teammates.