25 management lessons from the customer's side of the counter /
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| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
Chicago, Ill. :
Irwin Professional Publishing,
c1992.
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| Subjects: |
Table of Contents:
- Part I. What customers know about customer satisfaction
- 1. You can't write on the Charmin
- 2. You can care enough to send some soap
- 3. Never keep a secret
- 4. Hand-offs only work in football
- 5. We may never get what we deserve, but we always get what we expect
- 6. Sometimes service means having to say you're sorry
- 7. It's not our job
- 8. The best can be the worst
- 9. There is a point of no return
- 10. To have the winning hand in a losing game
- Part II. What customers know about managing people
- 11. Beware of employees doing their work
- 12. Care for more than your customers
- 13. The medicine man is a manager
- 14. We don't know what it is, but we love it when we get it
- 15. Everybody wants to be somebody
- 16. The people who write the ads don't have to meet the customers
- 17. Feelings always influence feelings
- 18. Managing the 'A' people
- Part III. What customers know about leadership
- 19. There are some things you can't give at the office
- 20. Leaders must manage and managers must lead
- 21. Leaders have size, speed, quickness, good hands, and the ability to see the whole floor
- 22. Technology gives but it also takes away
- 23. Sometimes nothing changes but the leaves on the trees
- 24. Management and leadership do make a difference
- 25. The game is never over.