
Lessons in Excellence from Charlie Trotter
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Content
- Intro
- Title Page
- Copyright
- Contents
- Acknowledgments
- Introduction
- Envisioning Excellence
- 1. The Key Ingredient Is Passion
- 2. Examine Your Values Rather Than Everyone Else's
- 3. Do What Fulfills You
- 4. Know What the Hell You Want Your Company to Be and Tell Everyone
- 5. Think Big, Because There's Always Room at the Top
- Your Staff (Part I): Hiring and Training for Excellence
- 6. Hire for Desire Rather Than Experience
- 7. How to Brainwash Your Employees and Supervise for Your Super Vision
- 8. Get to Know Your Employees
- 9. Build Teams
- 10. Stellar Service Results from Stellar Training
- 11. Cross-Training Isn't Just for Atheletes
- 12. Fire Employees Who Don't Meet Your Standards
- Your Staff (Part II): Excellence in Leadership and Management
- 13. Set the Tone Every Day
- 14. Create Anxiety to Get the Most Out of Your Employees
- 15. Set Deadlines, Prioritize, and React Quickly When Things Don't Get Done
- 16. Precise Directions Lead to Precise Results
- 17. Take Responsibility for the Details
- Your Staff (Part III): The Entrepreneur as Motivator
- 18. Create Challenges for Your Employees and Encourage Them to Challenge Themselves
- 19. Be a Cheerleader and Recognize Employees
- 20. Give All Employees the Freedom to Reach the Top
- 21. Allow Employees to Do Work They Enjoy
- 22. Give Employees Major Responsibilities
- 23. Prepare Employees for Their Futures, Even If It Means They'll Move On
- 24. Reward Employees Generously, Frequently, and Unexpectedly
- Innovating for Excellence
- 25. Create Challenges for Yourself and Your Business
- 26. Create an Environment Where Innovation Is Possible
- 27. Innovators Hunt for External Opportunities
- 28. Allow Employees to Own Their Innovative Ideas
- 29. Act Quickly, Because the Problem with Instant Gratification Is It Takes Too Long
- 30. Ask Employees What Needs to Be Improved
- 31. Don't Be Afraid to Ask Customers What Needs to Be Improved, Even If It Hurts
- 32. Continually Improve Processes, Upgrade Facilities, and Train Constantly
- 33. Reinvest in Your Business, or What to Do with All the Money You're Going to Make
- Excellence and Your Public
- 34. Touch Your Customers (Figuratively, of Course)
- 35. Pick Your Customers or They'll Pick You
- 36. Don't Be Afraid to Fire Customers
- Excellence in Marketing, Publicity, and Sales
- 37. Determine the Information Needed Before Conducting Market Research
- 38. Before You Waste a Lot of Time, Find Out If the Information You Need Already Exists
- 39. Design and Administer a Research Study and Use the Info
- 40. When It Comes to Publicity, Only a Sharpshooter Will Do
- 41. Conventional Press Releases Aren't Worth the Postage
- 42. React Quickly When Crises Arise to Avoid Bad Publicity
- 43. Develop a Targeted Marketing Database of Customers
- 44. Go Ahead, Toot Your Own Horn
- 45. Plan to Sell Your Sole
- Excellence in Public Service
- 46. When You're Not Managing, Motivating, and Marketing, Champion Causes
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