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Why Customers Leave (And How to Win Them Back) by David Avrin

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18

YOUR MANAGEMENT FAILS TO MANAGE

Do every job you're in like you're going to do it for the rest of your life, and demonstrate that ownership of it.

Mary Barra, CEO of General Motors

These damn kids don't want to work. They come in late and think that I should chill out! They text on their phones when they should be helping customers, and if you try to call them out, they say, ‘Screw this, I'm out of here.’ What are you supposed to do?”

I'll tell you what you're supposed to do: Do your job. Manage your employees. If a bad employee leaves because they're being held accountable for their job responsibilities, good! You didn't need them anyway. Don't tell me that a warm body is better than nothing. It's not. A recently deceased corpse is a ...

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