editors of Straight from the CEO: Never take an organization at face value-look beneath the hood to see if the raw material of human potential is there. Remember, it's the customer who pays your salary and everyone else's. Embed customer service and accountability to customers at all levels of the organization. Know the strengths and limits of your organization. Don't over-reach: don't promise subordinates or customers what you can't deliver. Keep your strategy simple. Don't overintellectualize. Leave exotic management ideas to business schools and consultants p. 140. It is no secret about the objectives of serving the customer and making a profit. I'm sure nearly everyone has been to the meeting where the CEO or some other top level executive addresses the troops in an attempt to rally them to do better. "Our customers are revolting! They are demanding more for less. They want world class products and services. They want it all and they want it now. If we can't provide what they want, they will find some one who can. Customer loyalty is a myth formed in the mist of our distant past. We must be closer to our customers then ever. We must provide great customer service."I will bet that some version of this speech has been made at every company in America, success begins and ends with the customer. ReferencesG. W. Dauphinais & C. Price (1997) Straight From The CEO p. 15,40,140,307Rue, L. & Byars, L. (1997) Management Skills and Application p. 294...
