The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits by Zeynep Ton

Author:Zeynep Ton [Ton, Zeynep]
Language: eng
Format: mobi, epub
Publisher: New Harvest
Published: 2014-01-13T14:00:00+00:00

TO: All Management Personnel14

DATE: February 27, 1984

RE: Practicing the Golden Rule

QuikTrip customers expect and deserve well-groomed employees who give them fast, friendly service. They also expect and deserve attractive, clean and well-merchandised stores. Just as there are minimum standards for customer service, appearance and store operation, there are minimum acceptable standards in the management of our employees. QuikTrip employees expect and deserve intelligent, positive, factual supervision. They do not deserve to work for an asshole. I am more tolerant of poor operation than I am of poor treatment of employees.

I am writing this memo not as a threat or because I perceive we have a problem, but as the result of a discussion held in one of our Management Committee meetings. Everybody seemed to understand what the minimum standards of customer service, employee appearance, and operation were, but there was no clear definition of minimum acceptable human relations skills. Some failed to realize that the way we get good results is just as important as the results.

Because of different personalities and experiences, we handle employees differently and I would not try to teach one set method. I would just say we cannot tolerate obnoxious, oppressive, abusive, tyrannical despots (assholes).*

Please be sure that you always treat your employees the way you want to be treated. That is the minimum expected standard of management at QuikTrip.

* Obnoxious—highly offensive

Oppressive—unreasonably severe; depressing to the spirit

Abusive—characterized by verbal abuse

Tyrant—a ruler who exercises absolute power oppressively or brutally

Despot—a person exercising power abusively, oppressively, or tyrannically

Asshole—an easily understood American vulgarity for all the above

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