Covey - The 7 habits of highly effective people
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trust, and lost the asset <strong>of</strong> customer loyalty. <strong>The</strong>re was no more goose to produce the<br />
golden egg.<br />
<strong>The</strong>re are organizations that talk a lot about the customer and then completely neglect the<br />
<strong>people</strong> that deal with the customer -- the employees. <strong>The</strong> PC principle is to always treat<br />
your employees exactly as you want them to treat your best customers.<br />
You can buy a person's hand, but you can't buy his heart. His heart is where his<br />
enthusiasm, his loyalty is. You can buy his back, but you can't buy his brain. That's where<br />
his creativity is, his ingenuity, his resourcefulness.<br />
PC work is treating employees as volunteers just as you treat customers as volunteers,<br />
because that's what they are. <strong>The</strong>y volunteer the best part -- their hearts and minds.<br />
I was in a group once where someone asked, "How do you shape up lazy and<br />
incompetent employees?" One man responded, "Drop hand grenades!" Several others<br />
cheered that kind <strong>of</strong> macho management talk, that "shape up or ship out" supervision<br />
approach.<br />
But another person in the group asked, "Who picks up the pieces?"<br />
"No pieces."<br />
"Well, why don't you do that to your customers?" the other man replied. "Just say, 'Listen,<br />
if you're not interested in buying, you can just ship out <strong>of</strong> this place.'"<br />
He said, "You can't do that to customers."<br />
"Well, how come you can do it to employees?"<br />
"Because they're in your employ."<br />
"I see. Are your employees devoted to you? Do they work hard? How's the turnover?"<br />
"Are you kidding? You can't find good <strong>people</strong> these days. <strong>The</strong>re's too much turnover,<br />
absenteeism, moonlighting. People just don't care anymore."<br />
That focus on golden eggs -- that attitude, that paradigm -- is totally inadequate to tap<br />
into the powerful energies <strong>of</strong> the mind and heart <strong>of</strong> another person. A short-term bottom<br />
line is important, but it isn't all-important.<br />
Effectiveness lies in the balance. Excessive focus on P results in ruined health, worn-out<br />
machines, depleted bank accounts, and broken relationships. Too much focus on PC is<br />
like a person who runs for three or four hours a day, bragging about the extra 10 years <strong>of</strong><br />
life it creates, unaware he's spending them running. Or a person endlessly going to<br />
school, never producing, living on other <strong>people</strong>'s golden eggs -- the eternal student<br />
syndrome.<br />
To maintain the P/PC Balance, the balance between the golden egg (Production) and the<br />
health and welfare <strong>of</strong> the goose (Production Capability) is <strong>of</strong>ten a difficult judgment call.<br />
But I suggest it is the very essence <strong>of</strong> <strong>effective</strong>ness. It balances short term with long term.<br />
It balances going for the grade and paying the price to get an education. It balances the<br />
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