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Measure your sales reaction time; find out how much time your customers waste waiting to give you their business! Ask them. Include questionnaires for them to complete and mail back in. Let them vent or call them and ask if they had any troubles placing an order with your firm. Ask outside 3rd parties to test your system and report their experience to you. Make sure your receptionist follows up on customer calls to ensure those people got to speak with someone, especially if they are looking to buy. Train this position and the others that help support the front desk to help customers and ask them for their feedback. If they do not respond, there are others the customer can go to and buy from
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