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This book by James B. Miller chronicles his proven techniques for providing legendary service, motivating employees and making a profit through the analogy of sports concepts working for business success. At the end of each chapter he has a coaches checklist, which is very applicable even today:
- Be flexible
- Say “Thank you!”
- Under-promise, over-deliver
- Empower whenever you can
- Share the vision
- Make coaching a management philosophy
Miller’s way of coaching a team joins employees and customers in a common cause, and everyone is valued for their contribution.
One of Thomas Leonard’s principles was “under-promise, over-deliver” I wonder if he ever read this book from the early 1990s.
What are your thoughts?
Vikki G. Brock, Ph.D., EMBA, MCC
Director, History & Archives Division
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