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Running Your Business:
Great Service Grows From Great Praise
By Richard K. Hendrie
"Praise the tiny qualities you want to grow."
- David Deida, The Way of the Superior Man
A nyone who manages a retail business faces a dilemma. The very talents and skills that allow you to run a profitable business: successful processes to achieve specific objectives, management of information, relentless attention to business detail, and, of course, ability to deliver profits are the same ones that ruin a culture of service. Poison it, in fact.
I can hear the echo of discontent rumbling through the ether, "Is the man insane? How else do you manage the business?" You must learn to manage feeling, for feeling fuels service. And, unfortunately, feeling is not numbers driven.
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