In This Issue
-My Weekly Reminder
–REVVED! Update
-Feedback From a Subscriber
-Pass it on
My Weekly Reminder
Recently, Business Week published its first-ever ranking of the top 25 providers of customer service. As it turns out, most of these companies have two things in common: First, they consider their employees at least as important, if not more so, than their customers and treat them accordingly. Second, the senior management of these companies spends lots and lots of time out on the front lines doing things like listening to phone conversations at the call center or working right along side front line employees delivering the service. As the article put it, “While treating your employees right and staying close to the front lines may sound like simplistic platitudes, they are the hard truth about the hard work of getting service right.” Unfortunately, this is one of those truths that so many senior managers fail to “get” as many of them choose to spend their time as far away from the front lines as they can. On the other hand, those that do, like the senior managers at USAA, Nordstrom, Starbuck’s and Southwest Airlines consistently have their companies performing like champions. What’s there not to get?
REVVED! Update
If you want more information about the book, just click on the image of the cover below.
Feedback From a Subscriber
On February, I received the following email regarding my Weekly Reminder on Persistence:
“Ross,
Thank you for these words of encouragement! Your statements are so true. Dr. Joseph Mercola recently published an article called “Secrets of Getting Ahead in Life”. In the article he quoted President Calvin Coolidge:
.. Nothing in the world can take the place of persistence.
.. Talent will not; nothing is more common than unsuccessful people with talent.
.. Genius will not; unrewarded genius is almost a proverb.
.. Education will not; the world is full of educated derelicts.
.. Persistence and determination alone are omnipotent. The slogan “press on” has
solved and always will solve the problems of the human race.
Have a great day!”
Pass it on
If you know anyone who would like to read my Weekly Reminder, I would very much appreciate it if you would pass it on to them or sign them up. Thank you!
