Chapter 5
Lawrence was teaching a customer service class once a number of years ago in downtown Manhattan. One of the participants, Frank, a manager from Staten Island who spoke with a Soprano accent and just happened to own a pizzeria on the side (we’re just saying…), raised his hand. He said, “People are like batteries. Many of our employees come to work drained from their personal responsibilities: money issues, problems with older parents, children, and then the commute. And we expect them to be energized on the job. Our job as managers, really, is to charge them up. To get them energized! If we don’t do ...
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