Sublime

pleasing customers.

From our experience, great managers must focus those coaching sessions with their “direct supports” (a better term than “direct reports”) on five topics representing the five main activities of successful managers. In reverse order of importance: 5. Hire fewer people, but pay them more. 4. Give recognition, and show appreciation. 3. Set clear expec

the best of the best I have known are extraordinarily grounded people; they are compulsive about detail, pragmatic, down-to-earth, in touch with the seamy reality of ordinary life. They know that a business doesn’t miss the mark by failing to achieve greatness in some lofty, principled way, but in the stuff that goes on in every nook and cranny of

a high level of contribution to the shared mission of the company.

IT’S THE PEOPLE People are the foundation of any company’s success. The primary job of each manager is to help people be more effective in their job and to grow and develop. We have great people who want to do well, are capable of doing great things, and come to work fired up to do them. Great people flourish in an environment that liberates and am

Let others make the decisions for which they are responsible.

The guest relations manager runs through the VIPs who are coming in that day as well as a recap of return customers.

Perhaps most important, set a high and clear standard for performance. If you want to have a world-class company, you must make sure that the people on your staff—be they young or old—are world-class.

Be decent to people. Treat everyone with fairness and empathy. This doesn't mean that you lower your expectations or cover the message that mistakes don't matter. It means that convey the you create an environment where people know you'll hear them out, that you're emotionally consistent and fair-minded, and that they'll be given second chances for