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Unless you have 100% customer satisfaction, you must improve.
You serve your people by leading them to excellence. That's leadership.
Leadership is creating an environment in which people want to be part of the organization and not just work for the organization. Leadership creates an environment that makes people want to, rather than have to, do.
Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don't hire managers.
We are superior to the competition because we hire employees who work in an environment of belonging and purpose. We foster a climate where the employee can deliver what the customer wants. You cannot deliver what the customer wants by controlling the employee.