“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.”
Quote by Marcus Buckingham
Work
First, Break All The Rules: What The Worlds Greatest Managers Do Differently
This book delves into the distinctive strategies and practices employed by exceptional managers across various industries. more
Author
Marcus Buckingham
Marcus Buckingham, born on January 11, 1966, is a renowned author. His works primarily revolve around personal growth, career development, and leadership. Buckingham offers practical advice and strategies to readers with his unique perspective and in-depth research. more
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