Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits (paperback)

About this book

People matter most. Everyone knows that. But most companies would rather slash costs cut headcount replace well-paid employees with lower-paid employees or outsourced workers and reduce customer service. No wonder so many fail and how others focused on doing the right thing can remain profitable and growth-oriented for decades. James Parker shows why "doing the right thing" isnt just nave "feel-goodism": its the most powerful rule for business success. Parkers stories wont just convince readers: theyll move them. He tells how after 9/11 Southwest made three pivotal decisions: no layoffs no pay cuts and "no-penalty no-questions-asked refunds" for any customer wanting them. The result: Southwests revenue passenger miles for 4Q01 dropped by only 0.5% and its market cap soon exceeded all its major competitors combined. These pivotal decisions grew naturally from its culture of mutual respect and trust: Parker reveals how that culture developed offering deeply personal insights into the principles that can make any team organization or company strong. Discover how great leaders are found at every level "hire for attitude and train for skills " achieve unparalleled teamwork and actually make work fun. Powerful and inspirational Do the Right Thing proves that if one wants to build a great business people really do matter most.