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.
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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.
Tags: leadership management business-management
Spend the most time with your best people. ... 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. ... Persistence directed primarily toward your non-talents is self-destructive. ... You will reprimand yourself, berate yourself, and put yourself through all manner of contortions in an attempt to achieve the impossible.
Marcus BuckinghamTags: leadership business-management
First LEARN...then
remove the 'L
Tags: inspirational learning positivity career learn earn business-management
...while extraordinary products and unique services still afford a competitive advantage, the one advantage that stands the test of time...is people.
Mark SalsburyTags: business consulting human-resources business-management-training business-management
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