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How Dedicated Employees Create Loyal Customers and Large ProfitsPeople matter most. You know that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer
Wharton School Publishing
December 2007
On Sale: November 30, 2007
288 pages
ISBN: 0132343347
EAN: 9780132343343
Hardcover
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Non-Fiction
People matter most. You know that. But most companies would
rather slash costs, cut headcount, replace well-paid
employees with lower-paid employees or outsourced workers,
and reduce customer service. No wonder so many fail–while
others focused on doing the right thing remain profitable
and growth oriented for decades. James F. Parker shows why
"doing the right thing" isn't just naïve "feel-goodism:"
it's the most powerful rule for business success. Parker's
stories won't just convince you: They'll move you. Naïve? No
way. In this book, Southwest Airlines' former CEO proves why
doing what's right is the #1 rule of business success. James
F. Parker tells how after 9/11, Southwest made three pivotal
decisions: no layoffs, no pay cuts, and no-hassle refunds
for any customer wanting them. The result: Southwest
remained profitable and its revenue passenger miles for 4Q01
held steady while the rest of its industry nearly
collapsed...and Southwest's market cap soon exceeded all its
major competitors combined. These pivotal decisions grew
naturally from Southwest's culture of mutual respect and
trust. Parker offers deeply personal insights into that
culture, revealing how those same principles are used by
other people and organizations, showing you that it's really
not that hard to "Do The Right Thing!"
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