Forcing your employees to follow required steps only prevents customer dissatisfaction. If your goal is truly to satisfy, to create advocates, then the step-by-step approach alone cannot get you there. Instead, you must select employees who have the talent to listen and to teach, and then you must focus them toward simple emotional outcomes like partnership and advice....Identify a person's strenths. Define outcomes that play to those strengths. Find a way to count, rate or rank those outcomes. And then let the person run.

We live with them every day, and they come so easily to us that they cease to be precious.

You shouldn't take pride in your natural talents any more than you should take pride in your sex, your race or color of your hair

The time you spend with your best (employees) is, quite simply, your most productive time.

Remember, what you focus on expands; results follow focus.

If you want to be clear, act.

Every company wants to know how to find and keep highly talented women in the workplace.