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Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson
| Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson |
| Autore | Henderson Michael |
| Pubbl/distr/stampa | Milton, Queensland, [Australia] : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (248 pages) : b illustrations, photograph |
| Disciplina | 302.35 |
| Soggetto topico |
Corporate culture - United States
Corporations - Sociological aspects - United States Organizational behavior - United States Customer services - United States Customer relations - United States Industrial relations - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-7303-1251-8
0-7303-1252-6 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Culture is transmitted from generation to generationA simpler definition of culture; CHAPTER 2 Why organisations should take culture seriously; The relationship of culture to business strategy; Culture is your organisation's first competitor; Culture is another word for performance; The impact of the global financial crisis; Gen Y employee expectations; Why organisations should take culture seriously; CHAPTER 3 Aligning culture and strategy; The relationship between culture and strategy; Culture and performance; Aligning culture and company strategy; Misaligned on strategy
Price, service or product? Pick one!From customer value to operating model; Values alignment to strategy; Understanding values; What are values?; How do values differ from morals and ethics?; How do values function?; The role of values in an organisation; Are values as important as organisations think they are?; Part II ABOVE THE LINE CULTURE; CHAPTER 4 Above and below the line cultures; Discovering above and below the line cultures; Below the line culture traits; Misaligned to strategy; Fearful; Angry; Taking; Draining; Empty; Lost; Disingenuous; Sense of rumour; Adopting a silo mentality Attention turned inChildish; Reactive; Blame storms; Pessimistic; High staff turnover; 10 costs associated with a below the line culture; Above the line culture traits; Giving; Fast; Sense of humour; Belonging; Attention turned out; Mature; Adaptive; Thought leading; Willing; Optimistic; Strong employee value proposition; 10 benefits of operating with an above the line culture; CHAPTER 5 Below the line stages: dead cultures; CHAPTER 6 Below the line stages: dying cultures; Summary of culture traits at this level; CHAPTER 7 Below the line stages: disabled cultures; Owning the culture Understanding ownership for leadersDisabled cultures; Characteristics of disabled cultures; CHAPTER 8 Crossing the line: a shift in perspective; The line and productivity; CHAPTER 9 Above the line cultures: stable; New behaviours; Summary of culture traits at the stable level; CHAPTER 10 Above the line cultures: successful; Mission and purpose; New questions; Summary of culture traits at the successful level; CHAPTER 11 Above the line cultures: excelling; New ways of thinking; The importance of intent; Features of excelling cultures; Summary of culture traits at the excelling level CHAPTER 12 A glimpse behind the curtain: consciousness and culture |
| Record Nr. | UNINA-9910464505303321 |
Henderson Michael
|
||
| Milton, Queensland, [Australia] : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson
| Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson |
| Autore | Henderson Michael |
| Pubbl/distr/stampa | Milton, Queensland, [Australia] : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (248 pages) : b illustrations, photograph |
| Disciplina | 302.35 |
| Soggetto topico |
Corporate culture - United States
Corporations - Sociological aspects - United States Organizational behavior - United States Customer services - United States Customer relations - United States Industrial relations - United States |
| ISBN |
0-7303-1251-8
0-7303-1252-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Culture is transmitted from generation to generationA simpler definition of culture; CHAPTER 2 Why organisations should take culture seriously; The relationship of culture to business strategy; Culture is your organisation's first competitor; Culture is another word for performance; The impact of the global financial crisis; Gen Y employee expectations; Why organisations should take culture seriously; CHAPTER 3 Aligning culture and strategy; The relationship between culture and strategy; Culture and performance; Aligning culture and company strategy; Misaligned on strategy
Price, service or product? Pick one!From customer value to operating model; Values alignment to strategy; Understanding values; What are values?; How do values differ from morals and ethics?; How do values function?; The role of values in an organisation; Are values as important as organisations think they are?; Part II ABOVE THE LINE CULTURE; CHAPTER 4 Above and below the line cultures; Discovering above and below the line cultures; Below the line culture traits; Misaligned to strategy; Fearful; Angry; Taking; Draining; Empty; Lost; Disingenuous; Sense of rumour; Adopting a silo mentality Attention turned inChildish; Reactive; Blame storms; Pessimistic; High staff turnover; 10 costs associated with a below the line culture; Above the line culture traits; Giving; Fast; Sense of humour; Belonging; Attention turned out; Mature; Adaptive; Thought leading; Willing; Optimistic; Strong employee value proposition; 10 benefits of operating with an above the line culture; CHAPTER 5 Below the line stages: dead cultures; CHAPTER 6 Below the line stages: dying cultures; Summary of culture traits at this level; CHAPTER 7 Below the line stages: disabled cultures; Owning the culture Understanding ownership for leadersDisabled cultures; Characteristics of disabled cultures; CHAPTER 8 Crossing the line: a shift in perspective; The line and productivity; CHAPTER 9 Above the line cultures: stable; New behaviours; Summary of culture traits at the stable level; CHAPTER 10 Above the line cultures: successful; Mission and purpose; New questions; Summary of culture traits at the successful level; CHAPTER 11 Above the line cultures: excelling; New ways of thinking; The importance of intent; Features of excelling cultures; Summary of culture traits at the excelling level CHAPTER 12 A glimpse behind the curtain: consciousness and culture |
| Record Nr. | UNINA-9910786432203321 |
|
Henderson Michael
|
||
| Milton, Queensland, [Australia] : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson
| Above the line : how to create a company culture that engages employees, delights customers and delivers results / / Michael Henderson |
| Autore | Henderson Michael |
| Pubbl/distr/stampa | Milton, Queensland, [Australia] : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (248 pages) : b illustrations, photograph |
| Disciplina | 302.35 |
| Soggetto topico |
Corporate culture - United States
Corporations - Sociological aspects - United States Organizational behavior - United States Customer services - United States Customer relations - United States Industrial relations - United States |
| ISBN |
0-7303-1251-8
0-7303-1252-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Culture is transmitted from generation to generationA simpler definition of culture; CHAPTER 2 Why organisations should take culture seriously; The relationship of culture to business strategy; Culture is your organisation's first competitor; Culture is another word for performance; The impact of the global financial crisis; Gen Y employee expectations; Why organisations should take culture seriously; CHAPTER 3 Aligning culture and strategy; The relationship between culture and strategy; Culture and performance; Aligning culture and company strategy; Misaligned on strategy
Price, service or product? Pick one!From customer value to operating model; Values alignment to strategy; Understanding values; What are values?; How do values differ from morals and ethics?; How do values function?; The role of values in an organisation; Are values as important as organisations think they are?; Part II ABOVE THE LINE CULTURE; CHAPTER 4 Above and below the line cultures; Discovering above and below the line cultures; Below the line culture traits; Misaligned to strategy; Fearful; Angry; Taking; Draining; Empty; Lost; Disingenuous; Sense of rumour; Adopting a silo mentality Attention turned inChildish; Reactive; Blame storms; Pessimistic; High staff turnover; 10 costs associated with a below the line culture; Above the line culture traits; Giving; Fast; Sense of humour; Belonging; Attention turned out; Mature; Adaptive; Thought leading; Willing; Optimistic; Strong employee value proposition; 10 benefits of operating with an above the line culture; CHAPTER 5 Below the line stages: dead cultures; CHAPTER 6 Below the line stages: dying cultures; Summary of culture traits at this level; CHAPTER 7 Below the line stages: disabled cultures; Owning the culture Understanding ownership for leadersDisabled cultures; Characteristics of disabled cultures; CHAPTER 8 Crossing the line: a shift in perspective; The line and productivity; CHAPTER 9 Above the line cultures: stable; New behaviours; Summary of culture traits at the stable level; CHAPTER 10 Above the line cultures: successful; Mission and purpose; New questions; Summary of culture traits at the successful level; CHAPTER 11 Above the line cultures: excelling; New ways of thinking; The importance of intent; Features of excelling cultures; Summary of culture traits at the excelling level CHAPTER 12 A glimpse behind the curtain: consciousness and culture |
| Record Nr. | UNINA-9910811275703321 |
|
Henderson Michael
|
||
| Milton, Queensland, [Australia] : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910456389403321 |
|
Pupo Raul
|
||
| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910781139903321 |
|
Pupo Raul
|
||
| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
America's service meltdown : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Intro -- America's Service Meltdown: Restoring Service Excellence in the Age of the Customer -- Contents -- Preface -- Introduction -- I. Leadership from the Top -- Leadership in the Service and Information Age -- Buggy-Whip Accounting Is Obsolete -- Industrial-Age Myopia Is Not Dead by a Long Shot -- What to Look for in a Customer-Focused Leader -- Where to Find a Customer-Focused Leader? -- What Customer-Focused Leaders Must Do -- A Customer Focus versus a Blurred Vision -- The Principal Leadership Challenge: Overcoming Inertia -- Streamlining the Organization for a Customer Focus -- Leaders Must Live Their Own Mandate -- The Greatest Service Story Ever Told -- Coming Full Circle -- II. A Customer Focus Trumps All Other Strategies -- The Winds of Change Favor the Customer -- Strategic Planning Cannot Yield Strategy -- Strategic Planning Is All about Control -- Finding the Customer's Voice -- Customer Survey Design and Administration -- Bring in the Planners -- No Customer, No Strategy -- Ignoring the Customer Is Fraught with Peril -- III. The Service Ethic -- What Is Ethical Behavior? -- Ethics in Business -- Regulation Is Not a Proxy for Ethical Behavior -- The Service Ethic in Action -- Service Is a Non-Zero-Sum Game -- Customers Are First -- Quality as an Ethical Standard -- Service: Quality versus Quantity -- Customers as Partners -- A Partnership Can Be Sabotaged by Legalisms -- Communication: A Key Weapon of the Ethical Provider -- Customers from Hell! -- Service Is Not Surrender -- Is This the End of Personal Service? -- IV. Power to the Front Line -- Frontline Skills That Make a Difference -- Vetting the Frontline Worker's Background -- Aligning Frontline Performance to the Service Ethic -- Supporting the Front Line with Education and Training -- Deploying Computer Systems That Inform the Front Line.
Business to Business: Enter Service Management -- The Customer Account Manager -- Account Manager in Name Only -- Service Leverage Comes from the Front Line -- Everyone Works for the Customer -- V. Musings on the Economics of Service -- Service as a Differentiating Strategy -- Customer Satisfaction and Profitability -- Service Quality, Value, and Price -- Quo Vadis Customer Satisfaction? -- Survey, Survey, Survey -- Customer Satisfaction versus Customer Loyalty -- J. D. Power, Where Have You Been? -- Considerations in Customer Acquisition and Retention -- Don't Fire That Customer-Yet! -- Poor Service Places a Heavy Tax on Business -- Purchasing as a Competitive Sport -- Auctions in Reverse -- Outsourcing: Improved Service or Economy? -- What's Service Got to Do with It? -- Epilogue -- Notes -- Index. |
| Record Nr. | UNINA-9910819853003321 |
|
Pupo Raul
|
||
| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Clients first [[electronic resource] ] : the two word miracle / / Joseph Callaway, JoAnn Callaway
| Clients first [[electronic resource] ] : the two word miracle / / Joseph Callaway, JoAnn Callaway |
| Autore | Callaway Joseph <1943-> |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, 2012, c2013 |
| Descrizione fisica | 1 online resource (242 p.) |
| Disciplina | 658.8/12 |
| Altri autori (Persone) | CallawayJoAnn <1944-> |
| Soggetto topico |
Customer services - United States
Customer relations - United States Success in business - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-283-64475-4
1-118-43175-8 |
| Classificazione | BUS025000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Clients First: The Two Word Miracle; Copyright; Contents; Acknowledgments; Introduction; I: The Search for Clients First; 1: Mustang Library; The Question; It Was Our Fault; The Quest; 2: Road Trip; Was Marketing Our Secret?; Lots of Agents Outspent Us; 3: Harper's Restaurant; It's a Book, It's Not a Book; A Working Title; It Is Instantaneous; Clueless; 4: A Dark and Stormy Night; Keep the Clients; Nothing Else Mattered; 5: The Morning After; Going against the Current; Group Therapy; The Right Thing to Do; A Two Word Mission; 6: The Three Keys; People Are Not Changed; Clients Last
Narrowing It Down Scary True; A Two Word Miracle; 7: The First Key; We Had Bills to Pay; Emotional Overflow; A Hundred Ways to Be Truthful; Honesty Was the Key; Honesty Set Us Free; A Fairy-Tale Ending?; A Powerful Effect; Insurance; Fairness; A Powerful Magnet; 8: The Second Key; Our First Contract; Seven Days a Week; Be the Best; Only One Instruction; Pursue Competence; 9: The Third Key; As Long as We Were Paid; A New Definition; It Focused Us; Best Serve Their Interests; The Power of Caring; Staying with Us; With Great Power; 10: A Rare Thing Indeed; The Sad Truth; Raving Fans Many Come Close A Single Straw; The Tipping Point; 11: Giving Up; Who's Firing Whom?; Emotions; Opportunity to Help; Never Give Up; 12: Timeless; What All People Want; The Rich; The Guilty; The Evil People; Lifted Up; 13: Synergy of the Three Keys; Our World Changed; Satisfaction; A Jillion Megawatts; Queens to Swoon; 14: And the First Runner-Up Is . . .; Gratitude; Respect; Communication; Obedience; II: Clients First Makes All the Difference; 15: ""Show Me,"" Said the Missourian; Skeptics Might Say . . .; What Is the Formula?; Our Experience; 16: Team First; We Leveraged Ourselves Vow of Poverty Sellers Are Not Sitting Next to You in Your Car; One Phase of the Process; You Don't Want Me; A Client of Those Callaways; An Integral Part of Everyone's Day; They Put Each Other First; 17: In Their Own Words; Marti; Joyce; Sue; Three Years Later; Brian; Jeff; Alicia; Aaron; Joe; 18: Trial by Fire; Real Estate Had Been Changed Forever; A Cash-Only Wasteland; No One Was Spared; Dark Days; Our Client Base Saved Us; We Owed It to Our Clients; ""Clients First"" Rolled Off Their Tongues; Real Estate Owned (REO); 19: The Institutional Client; I Thought about It Our First Institutional Client Lesson Two; Do Not Use; Keeping in Touch; Now He Wanted to Make Us First; Very Good Very Fast; We Can't Save the World, But . . .; 20: The Distressed Client; Short Sales; Clients First Tested Again; Adapt and Survive; Lessons, Lessons, Lessons; If You Don't Have to, Don't; Disbelief Was the Order of the Day; We Added Clients; Every Day, the Phone Rings; 21: Why Number One?; May As Well Close the Doors; Two Is the Road to Failure; Clients First Makes Us Competitive; Like a Religious Experience; She Had Drive and Determination; 22: Going Forward; We Had No Idea Every Day Is Special |
| Record Nr. | UNINA-9910462303503321 |
|
Callaway Joseph <1943->
|
||
| Hoboken, N.J., : Wiley, 2012, c2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Clients first [[electronic resource] ] : the two word miracle / / Joseph Callaway, JoAnn Callaway
| Clients first [[electronic resource] ] : the two word miracle / / Joseph Callaway, JoAnn Callaway |
| Autore | Callaway Joseph <1943-> |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, 2012, c2013 |
| Descrizione fisica | 1 online resource (242 p.) |
| Disciplina | 658.8/12 |
| Altri autori (Persone) | CallawayJoAnn <1944-> |
| Soggetto topico |
Customer services - United States
Customer relations - United States Success in business - United States |
| ISBN |
1-283-64475-4
1-118-43175-8 |
| Classificazione | BUS025000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Clients First: The Two Word Miracle; Copyright; Contents; Acknowledgments; Introduction; I: The Search for Clients First; 1: Mustang Library; The Question; It Was Our Fault; The Quest; 2: Road Trip; Was Marketing Our Secret?; Lots of Agents Outspent Us; 3: Harper's Restaurant; It's a Book, It's Not a Book; A Working Title; It Is Instantaneous; Clueless; 4: A Dark and Stormy Night; Keep the Clients; Nothing Else Mattered; 5: The Morning After; Going against the Current; Group Therapy; The Right Thing to Do; A Two Word Mission; 6: The Three Keys; People Are Not Changed; Clients Last
Narrowing It Down Scary True; A Two Word Miracle; 7: The First Key; We Had Bills to Pay; Emotional Overflow; A Hundred Ways to Be Truthful; Honesty Was the Key; Honesty Set Us Free; A Fairy-Tale Ending?; A Powerful Effect; Insurance; Fairness; A Powerful Magnet; 8: The Second Key; Our First Contract; Seven Days a Week; Be the Best; Only One Instruction; Pursue Competence; 9: The Third Key; As Long as We Were Paid; A New Definition; It Focused Us; Best Serve Their Interests; The Power of Caring; Staying with Us; With Great Power; 10: A Rare Thing Indeed; The Sad Truth; Raving Fans Many Come Close A Single Straw; The Tipping Point; 11: Giving Up; Who's Firing Whom?; Emotions; Opportunity to Help; Never Give Up; 12: Timeless; What All People Want; The Rich; The Guilty; The Evil People; Lifted Up; 13: Synergy of the Three Keys; Our World Changed; Satisfaction; A Jillion Megawatts; Queens to Swoon; 14: And the First Runner-Up Is . . .; Gratitude; Respect; Communication; Obedience; II: Clients First Makes All the Difference; 15: ""Show Me,"" Said the Missourian; Skeptics Might Say . . .; What Is the Formula?; Our Experience; 16: Team First; We Leveraged Ourselves Vow of Poverty Sellers Are Not Sitting Next to You in Your Car; One Phase of the Process; You Don't Want Me; A Client of Those Callaways; An Integral Part of Everyone's Day; They Put Each Other First; 17: In Their Own Words; Marti; Joyce; Sue; Three Years Later; Brian; Jeff; Alicia; Aaron; Joe; 18: Trial by Fire; Real Estate Had Been Changed Forever; A Cash-Only Wasteland; No One Was Spared; Dark Days; Our Client Base Saved Us; We Owed It to Our Clients; ""Clients First"" Rolled Off Their Tongues; Real Estate Owned (REO); 19: The Institutional Client; I Thought about It Our First Institutional Client Lesson Two; Do Not Use; Keeping in Touch; Now He Wanted to Make Us First; Very Good Very Fast; We Can't Save the World, But . . .; 20: The Distressed Client; Short Sales; Clients First Tested Again; Adapt and Survive; Lessons, Lessons, Lessons; If You Don't Have to, Don't; Disbelief Was the Order of the Day; We Added Clients; Every Day, the Phone Rings; 21: Why Number One?; May As Well Close the Doors; Two Is the Road to Failure; Clients First Makes Us Competitive; Like a Religious Experience; She Had Drive and Determination; 22: Going Forward; We Had No Idea Every Day Is Special |
| Record Nr. | UNINA-9910785852803321 |
|
Callaway Joseph <1943->
|
||
| Hoboken, N.J., : Wiley, 2012, c2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Clients first : the two word miracle / / Joseph Callaway, JoAnn Callaway
| Clients first : the two word miracle / / Joseph Callaway, JoAnn Callaway |
| Autore | Callaway Joseph <1943-> |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, 2012, c2013 |
| Descrizione fisica | 1 online resource (242 p.) |
| Disciplina | 658.8/12 |
| Altri autori (Persone) | CallawayJoAnn <1944-> |
| Soggetto topico |
Customer services - United States
Customer relations - United States Success in business - United States |
| ISBN |
1-283-64475-4
1-118-43175-8 |
| Classificazione | BUS025000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Clients First: The Two Word Miracle; Copyright; Contents; Acknowledgments; Introduction; I: The Search for Clients First; 1: Mustang Library; The Question; It Was Our Fault; The Quest; 2: Road Trip; Was Marketing Our Secret?; Lots of Agents Outspent Us; 3: Harper's Restaurant; It's a Book, It's Not a Book; A Working Title; It Is Instantaneous; Clueless; 4: A Dark and Stormy Night; Keep the Clients; Nothing Else Mattered; 5: The Morning After; Going against the Current; Group Therapy; The Right Thing to Do; A Two Word Mission; 6: The Three Keys; People Are Not Changed; Clients Last
Narrowing It Down Scary True; A Two Word Miracle; 7: The First Key; We Had Bills to Pay; Emotional Overflow; A Hundred Ways to Be Truthful; Honesty Was the Key; Honesty Set Us Free; A Fairy-Tale Ending?; A Powerful Effect; Insurance; Fairness; A Powerful Magnet; 8: The Second Key; Our First Contract; Seven Days a Week; Be the Best; Only One Instruction; Pursue Competence; 9: The Third Key; As Long as We Were Paid; A New Definition; It Focused Us; Best Serve Their Interests; The Power of Caring; Staying with Us; With Great Power; 10: A Rare Thing Indeed; The Sad Truth; Raving Fans Many Come Close A Single Straw; The Tipping Point; 11: Giving Up; Who's Firing Whom?; Emotions; Opportunity to Help; Never Give Up; 12: Timeless; What All People Want; The Rich; The Guilty; The Evil People; Lifted Up; 13: Synergy of the Three Keys; Our World Changed; Satisfaction; A Jillion Megawatts; Queens to Swoon; 14: And the First Runner-Up Is . . .; Gratitude; Respect; Communication; Obedience; II: Clients First Makes All the Difference; 15: ""Show Me,"" Said the Missourian; Skeptics Might Say . . .; What Is the Formula?; Our Experience; 16: Team First; We Leveraged Ourselves Vow of Poverty Sellers Are Not Sitting Next to You in Your Car; One Phase of the Process; You Don't Want Me; A Client of Those Callaways; An Integral Part of Everyone's Day; They Put Each Other First; 17: In Their Own Words; Marti; Joyce; Sue; Three Years Later; Brian; Jeff; Alicia; Aaron; Joe; 18: Trial by Fire; Real Estate Had Been Changed Forever; A Cash-Only Wasteland; No One Was Spared; Dark Days; Our Client Base Saved Us; We Owed It to Our Clients; ""Clients First"" Rolled Off Their Tongues; Real Estate Owned (REO); 19: The Institutional Client; I Thought about It Our First Institutional Client Lesson Two; Do Not Use; Keeping in Touch; Now He Wanted to Make Us First; Very Good Very Fast; We Can't Save the World, But . . .; 20: The Distressed Client; Short Sales; Clients First Tested Again; Adapt and Survive; Lessons, Lessons, Lessons; If You Don't Have to, Don't; Disbelief Was the Order of the Day; We Added Clients; Every Day, the Phone Rings; 21: Why Number One?; May As Well Close the Doors; Two Is the Road to Failure; Clients First Makes Us Competitive; Like a Religious Experience; She Had Drive and Determination; 22: Going Forward; We Had No Idea Every Day Is Special |
| Record Nr. | UNINA-9910806205703321 |
|
Callaway Joseph <1943->
|
||
| Hoboken, N.J., : Wiley, 2012, c2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Common sense government : works better and costs less / / Vice President Al Gore
| Common sense government : works better and costs less / / Vice President Al Gore |
| Pubbl/distr/stampa | Washington, DC : , : National Performance Review, , [1995] |
| Descrizione fisica | 1 online resource (160 pages) : illustrations |
| Soggetto topico |
Administrative agencies - United States - Management
Bureaucracy - United States Customer services - United States Government productivity - United States Total quality management in government - United States Administrative agencies - Management Bureaucracy Customer services Government productivity Total quality management in government |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Common Sense Government |
| Record Nr. | UNINA-9910703474303321 |
| Washington, DC : , : National Performance Review, , [1995] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
