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.
business-management leadership management

About This Quote

About Marcus Buckingham

Marcus Buckingham was English author, motivational speaker and business consultant. Marcus Wilfrid Buckingham is an English author, motivational speaker and business consultant based in California. Read more on Wikipedia →

Themes

  • Leadership — Guiding others with vision, integrity, and purpose

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