Tom Peters, one of my favorite authors (I own most of his books!) and a management guru, talks about customer service and Wegmans grocery stores in the short video below.
EXCELLENCE: It Can Happen Anywhere
From his website: “Fortune magazine called Tom Peters the “Ur-guru” of management (he doesn’t know what that means either) and compares him to Ralph Waldo Emerson, Henry David Thoreau, Walt Whitman, and H.L. Mencken. And the Economist tagged him the “Uber-guru.” The Bloomsbury Press book, Movers and Shakers: The 100 Most Influential Figures in Modern Business, reviewed the historical contributions of management thinkers and practitioners, from Machiavelli and J.P. Morgan to Peters and Jack Welch. The summary entry on Peters’ impact: “Tom Peters has probably done more than anyone else to shift the debate on management from the confines of boardrooms, academia, and consultancies to a broader, worldwide audience, where it has become the staple diet of the media and managers alike. Peter Drucker has written more and his ideas have withstood a longer test of time, but it is Peters—as consultant, writer, columnist, seminar lecturer, and stage performer—whose energy, style, influence, and ideas have shaped new management thinking.””
Learn more about Tom Peters.
Kirt Manecke is the author of the award-winning books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Learn more about Kirt at his website.