If the frontline people do count, you couldnt prove it by examining the reward systems in most organizations. – Karl Albrecht
The typical human life seems to be quite unplanned, undirected, unlived, and unsavored. Only those who consciously think about the adventure of living as a matter of making choices among options, which they have found for themselves, ever establish real self-control and live their lives fully. – Karl Albrecht
Customer needs have an unsettling way of not staying satisfied for very long. – Karl Albrecht
If youre not serving the customer, youd better be serving someone who is. – Karl Albrecht
Its about communication. Its about honesty. Its about treating people in the organization as deserving to know the facts. You dont try to give them half the story. You dont try to hide the story. You treat them as – as true equals, and you communicate and you communicate and communicate. – Lou Gerstner