In 1976 I had the privileged good fortune to join Joe Batten’s Management Consulting Company, BBH&S. Joe had authored Tough-Minded Management in 1963, and it became a best seller, printed in 40 languages. He wrote a number of other bestselling management books, including Beyond Management by Objectives, Developing a Tough-Minded... Read More
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Every person who works is working to achieve their personal income, lifestyle, wealth, and equity goals and their job with a company is a means to this end and not the end in itself. The same is true for customers. Believing this makes managers want to know and care about... Read More
A simple definition of engagement is: “meaningful connections and memorable moments [with team members, customers, family, etc.] which make me want to come back and recommend you to friends.” The reason the connections are meaningful and the moments memorable is because the team member engaging the customer is emotionally connected... Read More
One very simple way to determine if a person is engaged is to ask them; “What are you paid for?” Most people either do not know the answer, or they answer with a functional description of their job, i.e. “to serve food,” or “to give you great service.” At one... Read More
We are all faced with extreme competition. However competing solely on price makes a business a commodity. The solution is having a relationship with the customer overriding price. This demands managers and leaders become more adept at psychology than economics. Leaders and managers must understand how each individual team member... Read More
