The Pursuit of WOW/Peters 73-75

74 Invest in players with day-to-day responsibilities for the nitty-gritty, invest in the junior aide who will tell the politisco, as she heads for the House floor to cast her ballot.

Keeping customers informed may be the premier element of good service. Explain and update your explanation--even if you have nothing new to say.

75 What works for customers also works for employees: Discuss in excruciating detail with them the new unpaid leave policy, the new health plan, the meaning of the big customer we lost (or gained) last week, the announcement of a new chain-store competitor opening a block away six months hence. You don't have to have all the answers. (Or even any for-sure answers.) Just making the effort to discuss things openly, vigorously, and repeatedly is itself a good thing to do.

The idea of "keeping people informed" (customers, suppliers, franchisees, employee, bankers, securities analyst) is hardly novel.