Daily Archives: April 6, 2011

Joiner’s Wisdom: Customer Centered Employees

“Employees will not be able to give customers the attention they deserve if they fear making a mistake, if they get blamed for problems that are outside of their control, if chaos prevents them from doing their work efficiently, if decisions depend on a manger’s whim instead of data and logic, or if managers focus more on figures than on customers.  They need to believe they are an important part of a team that operates to serve customers.”Brian Joiner: Fourth Generation Management, Chapter 6: Customer Focused Strategies, page 100

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