You’ll Get The Truth, But Never The Reason

If employees quitting is like a breakup.

If products not selling is like rejection.

Then exit interviews are pretty much like asking why she broke up with you.

And focus groups and/or surveys are like asking her, ‘why not me?’.
You’ll get the truth (hopefully) and maybe some half-truths.
But never the real reason.
The fundamental issue.
The core of the problem.
That’s why in typical situations, I don’t really believe in focus groups, surveys and similar modes of getting raw information out of people.
There’re just too many implications that will render the results moot.
Want to know what people really think?

Just observe.

Just listen.

People tell you their inner thoughts by their actions.
Where they are going next. What are they spending money on.
It’s scary how much data is out there for you to crawl.
They tell you their deepest thoughts by screaming on social media.
Be it by ranting, or by raving.
You don’t ask them, you don’t incentivise them, you don’t put them in an awkward position where they feel it’s polite to give half-truths.
They volunteeringly put their hearts out there in the open for you!

How crazy is that?