Systems theory looks at the world in terms of the interrelatedness of all phenomena, and in this framework an integrated whole whose properties canno… - Michael Gerber

The greatest businesspeople I’ve met are determined to get it right no matter what the cost. And by getting it right, I’m not just talking about the business. I mean that there is something uplifting, some vision, some higher end in sight that “getting it right” would serve. An ethical certainty, a moral principle, a universal truth.

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

El deseo de tocar algo más tranquilo, más fino, más profundo, más resuelto, más compasivo, más valiente, más desafiante, más valioso, más humano y más digno. Estoy convencido de que ninguna empresa, se dedique a lo que se dedique, puede llegar a ser grande si su gente desea menos que todo esto. Una empresa E-Myth es una empresa que asume responsabilidad personal por la situación del mundo en el que se encuentra; por la situación de las personas con las que interactúa; por la situación de sus hijos y la de los hijos de sus hijos; por la calidad de la propia vida. Una empresa con conciencia. Ésa es, creo, la única misión digna de tal nombre. Crear un mundo en el que las personas sean honestas y abiertas, y estén presentes y vivas. Crear un mundo en el que las personas tomen decisiones conscientes y en conciencia. En eso consiste, precisamente, apuntar a la Luna. Y no se puede hacer mientras se duerme. Hay que dar todo lo que tenemos. Y hay que darlo ahora.