Michael Gerber Quotes

And that is the sign of a Mature company. A Mature company is started differently than all the rest. A Mature company is founded on a broader perspective, an entrepreneurial perspective, a more intelligent point of view. About building a business that works not because of you but without you.

And, if it’s true what Don Juan said in Tales of Power, that “The basic difference between an ordinary man and a warrior is that a warrior takes everything as a challenge while an ordinary man takes everything either as a blessing or a curse,

If your business depends on you, you don’t own a business — you have a job. And it’s the worst job in the world because you’re working for a lunatic.

I believe it’s true that the difference between great people and everyone else is that great people create their lives actively, while everyone else is created by their lives, passively waiting to see where life takes them next. The difference between the two is the difference between living fully and just existing. The difference between the two is living intentionally and living by accident.

a business that ‘gets small again’ is a business reduced to the level of its owner’s personal resistance to change, to its owner’s Comfort Zone, in which the owner waits and works, works and waits, hoping for something positive to happen.

Because in a business like that what your customers are buying is not your business’s ability to give them what they want but your ability to give them what they want. And that’s what’s wrong with it!

With no clear picture of how you wish your life to be, how on earth are you going to live it? What is your Primary Aim? Where is the script to make your dreams come true? what is the first step to take and how do you measure your progress? How far have you gone and how close are you to getting to your goals?

CONFUSION 5: HOW TO DEAL WITH CUSTOMER DISSATISFACTION If you have hit each step to this point, customer dissatisfaction will be rare. But dissatisfactions will happen. Here’s what to do about them: 1. Always listen to what your Customers are saying. And never interrupt while they’re saying it! 2. After you’re sure you’ve heard all of your Customer’s complaint, make absolutely certain you understand what he or she said. You could ask, “Can I repeat what you’ve just told me, Mrs. Jones, to make absolutely certain I understand you?” 3. Secure your Customer’s acknowledgment that you have heard his or her complaint accurately. 4. Apologize for whatever your Customer thinks you did that dissatisfied him or her even if you didn’t do it! 5. After your Customer has acknowledged your apology, ask exactly what would make him or her happy. 6. Repeat what your Customer told you would make him or her happy, and get his or her acknowledgment that you heard it correctly. 7. If at all possible, give your Customer exactly what he or she asked for! But what if your Customer wants something completely unreasonable? If you’ve followed my recommendations to the letter, what your Customer asks will seldom seem unreasonable. That’s assuming you’ve got the right Customer. CONFUSION 6: WHO TO CALL A CUSTOMER At this stage, it’s important to ask some questions: Which types of Customers would you most like to do business with? Where do you see your real market opportunities? Who would you like to work with, provide service for, and position your business for? A Tactile Customer for whom people is most important? A Neutral Customer for whom the mechanics of how you do business is most important? An Experimental Customer for whom cutting-edge innovation is important? A Traditional Customer for whom low cost and certainty of delivery are absolutely essential? In short, it’s all up to you. No mystery. No magic. Just a systematic process for shaping your business’s future. But you must have the pa

The first thing that surprised me when I came to work here,” the Manager said, “was that the owner took me seriously.

An Opportunity Worth Pursuing is a business that can fulfill the financial standards you’ve created for your Primary Aim and your Strategic Objective.

great businesses are not built by extraordinary people but by ordinary people doing extraordinary things.

Now, from the outside in, I can understand why you might be critical of McDonald’s. You might say that people shouldn’t eat meat. You might say that the hamburgers could be fatter, or less fatty, or this or that. But what you couldn’t say — what you could never say — is that McDonald’s doesn’t keep its promise. Because it does. Better than just about any business in the world, McDonald’s, the love of Ray Kroc’s life, still keeps its promise, long after Ray Kroc has gone. It delivers exactly what we have come to expect of it every single time.

And what I hear you saying is that it is this identification with my business, my Technician’s need to see the business as nothing more or less than me, that is causing me all the pain I’m feeling, all the frustration I experience going to work every day. My belief that, if I’m good, the business will be. That if I work hard enough, the business will succeed.

Value can be a word said at the door of the business as a customer leaves.

The true start-up of a business is what happens before you start-up.