"Frank's skill in asking the right questions is un-mistakable, and is at the core of his leadership philosophy.

The power of these questions cannot be underestimated, especially if you want to lead and not manage."
—John Cave
Westhaven Worldwide Logistics

If not otherwise stated—all postings © Frank D. Kanu. All rights reserved.


Who Handles Complaints In Your Company?

One of the Ritz-Carlton Basics states that a complaint has to be handled by the employee who received that complaint. That gives the employee immediate responsibility. It’s also a valuable step at a time when so many customers see the employee they deal with as “the company”. As responsibility increases, employees identify themselves more with the business—which means they’ll have more of an incentive to do their best.
Stop Telling… Start Leading! p. 98

Other companies have even the highest ranked manager answer the hotline in regular intervals.

And your company?


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