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Tables of Contents for Lessons in Excellence from Charlie Trotter
Chapter/Section Title
Page #
Page Count
Acknowledgments
vi
 
Introduction
vii
 
ENVISIONING Excellence
The Key Ingredient Is Passion
2
5
Examine Your Values Rather Than Everyone Else's
7
5
Do What Fulfills You
12
6
Know What the Hell You Want Your Company to Be and Tell Everyone
18
7
Think Big, Because There's Always Room at the Top
25
7
YOUR STAFF (PART I): Hiring and Training for Excellence
Hire for Desire Rather Than Experience
32
5
How to Brainwash Your Employees and Supervise for Your Super Vision
37
7
Get to Know Your Employees
44
5
Build Teams
49
5
Stellar Service Results from Stellar Training
54
6
Cross-Training Isn't Just for Atheletes
60
5
Fire Employees Who Don't Meet Your Standards
65
9
YOUR STAFF (PART II): Excellence in Leadership and Management
Set the Tone Every Day
74
4
Create Anxiety to Get the Most Out of Your Employees
78
4
Set Deadlines, Prioritize, and React Quickly When Things Don't Get Done
82
4
Precise Directions Lead to Precise Results
86
4
Take Responsibility for the Details
90
8
YOUR STAFF (PART III): The Entrepreneur as Motivator
Create Challenges for Your Employees and Encourage Them to Challenge Themselves
98
3
Be a Cheerleader and Recognize Employees
101
3
Give All Employees the Freedom to Reach the Top
104
5
Allow Employees to Do Work They Enjoy
109
5
Give Employees Major Responsibilities
114
8
Prepare Employees for Their Futures, Even If It Means They'll Move On
122
5
Reward Employees Generously, Frequently, and Unexpectedly
127
9
INNOVATING for Excellence
Create Challenges for Yourself and Your Business
136
5
Create an Environment Where Innovation Is Possible
141
7
Innovators Hunt for External Opportunities
148
5
Allow Employees to Own Their Innovative Ideas
153
4
Act Quickly, Because the Problem with Instant Gratification Is It Takes Too Long
157
5
Ask Employees What Needs to Be Improved
162
6
Don't Be Afraid to Ask Customers What Needs to Be Improved, Even If It Hurts
168
6
Continually Improve Processes, Upgrade Facilities, and Train Constantly
174
5
Reinvest in Your Business, or What to Do with All the Money You're Going to Make
179
7
EXCELLENCE and Your Public
Touch Your Customers (Figuratively, of Course)
186
5
Pick Your Customers or They'll Pick You
191
4
Don't Be Afraid to Fire Customers
195
9
EXCELLENCE in Marketing, Publicity, and Sales
Determine the Information Needed Before Conducting Market Research
204
4
Before You Waste a Lot of Time, Find Out If the Information You Need Already Exists
208
4
Design and Administer a Research Study and Use the Info
212
5
When It Comes to Publicity, Only a Sharpshooter Will Do
217
5
Conventional Press Releases Aren't Worth the Postage
222
6
React Quickly When Crises Arise to Avoid Bad Publicity
228
6
Develop a Targeted Marketing Database of Customers
234
4
Go Ahead, Toot Your Own Horn
238
4
Plan to Sell Your Sole
242
10
EXCELLENCE in Public Service
When You're Not Managing, Motivating, and Marketing, Champion Causes
252
6
Index
258