25 Management Lessons From The Customer's Side Of The Counter

Providing guidelines to keep customers happy, this text shows the key areas where companies must improve performance before they can improve their level of customer satisfaction. It covers what customers know about satisfying customers and what customers know about managing people and leadership.

You can care enough to send some soap; never keep a secret; hands-off only works in football; we may not get what we deserve but we always get what we expect; sometimes service means having to say you're sorry; it's not our job; the best can be worst; there is no point of no return; to have a winning hand in a losing game; beware of employees doing their work; care for more than your customers; the medicine man is a manager; we don't know what we want but we love it when we get it; everybody wants to be somebody; the people who write ads don't have to meet the customer; there are some things you can't give at the office; leaders must manage and managers must lead; technology gives but it also takes away; sometimes nothing changes but the leaves on the trees; the game is never over.