This book is about how to achieve greater business success by getting
each and every person in your organisation to be more successful in
the jobs they do, every minute of the day. Whilst this would seem to
make a great deal of sense, it is not common practice.
Success should be measured in one way – how each person has
contributed to attracting and retaining a customer. Everything else is
mere detail. This book also includes ideas about customer magnetism
and charm.
Many companies find employees are often caring, hard working, consci-
entious, enthusiastic and committed for most of the day, excluding the
eight hours or so they spend at work!
It is anticipated that you, the reader, will initially reject some of the ideas
in this book. You may well consider them as fanciful or not appropriate
to your business. I had the same reaction.
However, careful thought is required. The world is an ever fast and
changing place, with old rules and methods quickly being replaced
by more radical regimes. As Ted Turner, head of CNN, once said: ‘Lead,
follow, or get out of the way’.