It’s sometimes hard to believe that you have any “power” over anyone in your organization. Or that very much of what you say, let alone what you do, has much influence over other people’s behavior. But looks can be deceiving.
The people who think of you as “the boss” are more than a little swayed by your actions. Like it or not, you are the personal role model for many of the people who work for you. How they see you deal with and talk about peers, colleagues, employees, and customers tells them what the real rules of conduct are for your part of the organization.
You can’t con or manipulate people into doing quality work or caring about their customers. You can lead them there. Your personal example of doing things right, of taking the time to listen to customers and employees with patience, and focusing your energy on things that say “quality service” to your customers—internal and external—are critical parts of your leadership role. You, through your day-to-day example and leadership, set the tone and lead the way.
If you are serious about product quality and customer service, and you’re not spending 35 percent of your time on it (by gross calendar analysis), then you are not serious about it.
—Tom Peters
Management guru