“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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