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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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Imperative 8

Set the Tone and Lead the Way

It’s sometimes hard to believe that you have any “power” over anyone in your organization. Or that very much of what you say, let alone what you do, has much influence over other people’s behavior. But looks can be deceiving.

The people who think of you as “the boss” are more than a little swayed by your actions. Like it or not, you are the personal role model for many of the people who work for you. How they see you deal with and talk about peers, colleagues, employees, and customers tells them what the real rules of conduct are for your part of the organization.

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You can’t con or manipulate people into ...

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