People aren't going to talk about it except me and that is communication and the visits I have personally had in our meetings with our store managers saying if you do these things you will be terminated period.

As a whole the managers today are different in temperament. Most have very good communication skills and are more understanding of the umpire's job. That doesn't mean they are better managers. It just means that I perceive today's managers a bit differently.

Do business managers have a commitment to anything more than the success of their company and to making money? It would be hard to say that they do. Indeed many business leaders deny that there is any conflict between self-interest and the interests of all.

Statistics suggest that when customers complain business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.

A cardinal principle of Total Quality escapes too many managers: you cannot continuously improve interdependent systems and processes until you progressively perfect interdependent interpersonal relationships.