SUMMARY ATTEMPT | WHO'S HOLDING YOUR LADDER | SAMUEL R. CHAND | CHAPTER 7

CHAPTER 7

ARE WE LOOKING UP THE LADDER?

We are only as good as the person who is answering the phone, the person who is greeting the customers, the person who deals with complains. Nobody cares who's the president of the company.

If you create a great human organisation, then everything else takes care of itself.

The principle is simple. If people are joyful and love what they're doing, it will show in everything they do. When they answer the phone, the caller will know they're happy in their jobs. I tell the people at the reception desk, "You are the director of first impressions".

You have to know what you do best and do it. The notion that you can make it at anything you want to do just isn't true. There are things you can and can't be successful at. You have to sit down and measure your skills - strong and weak - and then build toward the strengths.

You are only as good as the people around you. So surround yourself with good people.

It requires a lot of time and effort to make sure you have the right people working the right jobs, but we believe it is time well spent. Customer satisfaction is the pay off.

Given a choice, employers say they would take an adaptable 'people' person over a technically proficient worker.

Our biggest challenge is making sure we have the right people on board, trained properly, and qualified to provide the answers...about technology.

People before technology.

If we don't get the people right, it all goes away. We lose everything.

The best thing you can do is make sure you pick the right people.

Source: Who's Holding Your Ladder by Samuel R. Chand

Summary Attempt: Who's Holding Your Ladder; Chapter 6

Summary Attempt: Who's Holding Your Ladder; Chapter 8

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