Marcus Buckingham Quotes


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.


Citations

Buckingham, Marcus, and Curt Coffman. First, Break All the Rules: What the World's Greatest Managers Do Differently. Simon & Schuster, 1999, p. 119.

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  • Born: January 11, 1966
  • Nationality: British
  • Profession: Author, Motivational Speaker, Businessman

Marcus Wilfrid Buckingham is an English author, motivational speaker and business consultant based in California.