and that brings us to the art of listening to those small things people say. That makes the difference in business.

The key phrase is listening….that makes a difference in business.

The most important aspect of our business was listening to the customer….though we had to restrain ourselves from overselling and perhaps talking too much and losing the sale.

Consulting was the same….listening to the client. Often what we thought was the problem and actually what the problem was were two different things.

What Tom Peters is addressing is managers listening to others….managers don’t know everything.

When assigned to Ballistic Systems Division at Norton AFB….the junior officers were assigned 24 hr Staff Duty on the weekends. The Staff Sargent really ran the show….I listened to him….and probably said….”Sargent: Tell me what to do and don’t get me in trouble.” 


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