Forcing your employees to follow required steps only prevents customer dissatisfaction. If your goal is truly to satisfy, to create advocates, then the step-by-step approach alone cannot get you there. Instead, you must select employees who have the talent to listen and to teach, and then you must focus them toward simple emotional outcomes like partnership and advice.. Identify a person's strenths. Define outcomes that play to those strengths. Find a way to count, rate or rank those outcomes. And then let the person run. . Marcus Buckingham
Some Similar Quotes
  1. I don't care if you're black, white, straight, bisexual, gay, lesbian, short, tall, fat, skinny, rich or poor. If you're nice to me, I'll be nice to you. Simple as that. - Robert Michaels
  2. That was when it was all made painfully clear to me. When you are a child, there is joy. There is laughter. And most of all, there is trust. <span style="margin:15px; display:block"></span>Trust in your fellows. When you are an adult..then comes suspicion, hatred, and fear.... - Peter David
  3. Be grateful for what you already have while you pursue your goals. If you aren’t grateful for what you already have, what makes you think you would be happy with more. - Roy T. Bennett
  4. It’s only after you’ve stepped outside your comfort zone that you begin to change, grow, and transform. - Roy T. Bennett
  5. Success is not how high you have climbed, but how you make a positive difference to the world. - Roy T. Bennett
More Quotes By Marcus Buckingham
  1. There has to be a way to redirect employee's driving ambition and to channel it more productively. There is. Create heroes in every role. Make every role, performed at excellence, a respected profession.
  2. Talent is the multiplier. The more energy and attention you invest in it, the greater the yield. The time you spend with your best is, quite simply, your most productive time.
  3. In the minds of great managers, consistent poor performance is not primarily a matter of weakness, stupidity, disobedience, or disrespect. It is a matter of miscasting.
  4. Remember the Golden Rule? "Treat people as you would like to be treated." The best managers break the Golden Rule every day. They would say don't treat people as you would like to be treated. This presupposes that everyone breathes the same psychological oxygen as...
  5. ...every time you make a rule you take away a choice and choice, with all of its illuminating repercussions, is the fuel for learning.
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