Listening to your customers is absolutely mandatory to ensure their satisfaction and making sure they know you listened to them is just as important. Wayne Goldstein takes a look at how simply resolving an issue a customer brings up isn't always enough. Take a look with him at continuous process improvement from the help desk to releasing the software update to fix a problem.
One-on-ones aren’t for status reports. They aren’t just for knowing all the projects. They are for feedback and coaching, and meta-feedback and meta-coaching, and for fine-tuning the organization. If you are a manager and you aren’t using one-on-ones, you are not using the most important management tool you have.