Sears Goes Out On A Ledge?

skydeck_1.jpgThe Sears Tower in Chicago has added a glass-bottomed observation deck 100-plus stories high on the tower that allows the observer to step out on the deck for a unique, breathtaking view. They call it, “The Ledge!” You can click here for the video and here for some cool pics!

This is noteworthy not just because it’s an innovative idea, but because it reminds us how easily innovation can be achieved if we’ll just take the time to interact with and listen to our customers! As you’ll hear from Sears Tower Skydeck General Manager Randy Stancik at about the video’s 90-second mark, “The idea came from our visitors. Our visitors have asked us to get outside. They want to get closer to the windows,” So they looked into it and, sure enough, an elite team of engineers and builders made it so. They were willing to literally go out on a ledge for their customers!

Innovation can be as simple as responding when our customers give us a suggestion! We have to be willing to “go out on a ledge” by having the courage to listen, then to take what they suggest seriously, and be willing to deliver on what they’re asking for. A risk, yes, but far less risky than just hoping our customers are happy only to find out we lost them to competitors who were listening and were willing to step out into the unknown for them!