This book is about how to achieve greater business success by gettingeach and every person in your organisation to be more successful inthe jobs they do, every minute of the day. Whilst this would seem tomake a great deal of sense, it is not common practice.Success should be measured in one way – how each person hascontributed to attracting and retaining a customer. Everything else ismere detail. This book also includes ideas about customer magnetismand charm.Many companies find employees are often caring, hard working, consci-entious, enthusiastic and committed for most of the day, excluding theeight hours or so they spend at work!It is anticipated that you, the reader, will initially reject some of the ideasin this book. You may well consider them as fanciful or not appropriateto your business. I had the same reaction.However, careful thought is required. The world is an ever fast andchanging place, with old rules and methods quickly being replacedby more radical regimes. As Ted Turner, head of CNN, once said: ‘Lead,follow, or get out of the way’.

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