The Pursuit of WOW/Peters 85-90

90 Hire neat people you like, we can train the burgers part.

If you want an environment of trust, care, compassion--which is the only kind of environment that will lead to trust, care, and compassion for customers--then stay the hell out of people's personal lives!

Reward people based on accomplishment, rather than on being a model employee. People...do some of their best work away from the desk...Dullness is the just reward of people who work all day and never take serious breaks.

Add 10 "differentiators" to every product or service every 60 days. Little improvements.

Never hire Mr. (or Ms.) Right!