Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits

By James F. Parker

Book Overview

People matter most. Everyone knows that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0132343347
• ISBN13: 9780132343343
• Release Date: November 2007
• Publisher: Pearson P T R
• Length: 263 Pages
• Weight: 0.22 lbs.
• Dimensions: 8.5" x 1.0" x 6.0"

Customer Reviews

Stories from the great Southwest

Making no pretense of writing a 'how-to' framework for leadership, former Southwest Airlines CEO James Parker never-the-less delivers a delightful book of stories that show how authentic leadership connects with employees to deliver value for customers and shareholders alike. The stories are interesting, the style is comfortable, and the book is an easy and enjoyable read that will have you thinking about such things as your most memorable interviews, or those the times you showed your staff how valuable they are to you and your business. This is the second book written by a former Southwest Airlines leader that I have reviewed - "HR from the Heart" by Libby Sartain is the other, and both attribute a great deal of Southwest Airlines' success to the way the organization connects people with the business by respecting and valuing them and their contribution. Sartain showed how Human Resource management (People department at Southwest) can be used to support the individual's connection with the business; Parker tells stories that show leadership's role in making and maintaining this connection. Parker defines leadership as follows: "Leadership is defining and communicating the mission; providing guidance as to how it might be accomplished; equipping people with the proper tools (information, training, etc.); motivating and inspiring through selfless dedication and respect for others; providing both positive and negative feedback, including recognition for achievement; and, ultimately, getting out of the way and giving people the ability and authority to accomplish the mission, with the full confidence they will be supported." Parker's stories all support this definition and his basic principle: When in doubt, just do the right thing. For Parker, and it seems for Southwest Airlines, the right thing is to put the employee first. When that happens, the employees will do the right thing and put customers first. When that happens, customers will do the right thing and put the company's shareholders first by giving the company their continued business. Parker is clear that putting the employee first must be done within the context of your particular business sector and business model although most of the stories are about the airline industry - Parker's industry for 25 years. Because of his directorship role with Texas Roadhouse, Inc., he uses a few chapters near the end of the book to transfer the concept to the restaurant business, and he sprinkles the reading with a few sports and war stories to make his points. The stories connect and flow, so don't be surprised if you read this one in a single setting. Dennis DeWilde, author of "The Performance Connection"

great service

I ordeed this book for my boss and your prompt, efficient service really made me look good.

A triumph of common sense

Parker's book is a winner. Many short stories, all told with humility and gentle humor lead the reader down the long, fulfilling road of successful relationships. Although a business book, Do The Right Thing carries a powerful message for all interpersonal relationships. Reading this book is The Right Thing for any leader of a business or of a family.