It's important not to parachute in and start making decisions. Your staff are the experts (or should be) on dealing with customers and they will have valuable perspective. Don't just jump in on a customer call and assume that customers issues are what needs solved.

So you need to regularly listen to customers, not just once in a while, and also listen to your folks in the trenches. If you can get them off guard and to open up, you'll learn amazing things.