Doing Business by the Good Book Ch 33

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Questions and Answers

What must one do to be considered great, according to the content?

  • Act with authority and command respect
  • Ensure others serve them
  • Serve others selflessly (correct)
  • Become a leader among peers

Which characteristic is NOT associated with small businesses in the past?

  • Owners knowing the community members
  • Long-lasting customer relationships
  • Personalized customer service
  • Large corporate structures (correct)

What change in consumer goods shopping is highlighted?

  • Emphasis on local produce
  • Return of small family stores
  • Increase in corporate-owned outlets (correct)
  • Rise of artisan markets

What sentiment does the author express regarding big companies?

<p>They are often missing a personal touch (B)</p> Signup and view all the answers

What was a common practice among small business owners in the past?

<p>Making house calls as needed (C)</p> Signup and view all the answers

What personal action can a business owner take to maintain customer relationships as the company grows?

<p>Personally greet customers when possible (C)</p> Signup and view all the answers

How can a CEO impact the culture of a large organization?

<p>By displaying a warm and courteous personality (C)</p> Signup and view all the answers

What example illustrates a personal touch in maintaining employee relationships?

<p>Sending birthday and holiday cards personally signed by the CEO (D)</p> Signup and view all the answers

What does pride often lead to, according to the content?

<p>Destruction and downfall (C)</p> Signup and view all the answers

Which action reflects a caring attitude towards employees during personal hardships?

<p>Sending get-well cards and including comforting messages (B)</p> Signup and view all the answers

Which of the following is NOT a method mentioned for maintaining relationships in large organizations?

<p>Creating automated responses to all inquiries (C)</p> Signup and view all the answers

Why is a friendly receptionist important in a business setting?

<p>They represent the company's first impression to guests (B)</p> Signup and view all the answers

What is a potential consequence of having a cold secretary?

<p>Negative perception of the boss's personality (C)</p> Signup and view all the answers

What does the author suggest is essential for maintaining personal connections as a company expands?

<p>Continuously finding ways to add personal touches (B)</p> Signup and view all the answers

How does the author demonstrate leadership in their organization?

<p>By prioritizing personal relationships and communication (B)</p> Signup and view all the answers

Flashcards

Personal touch in business

The feeling of connection and individualized attention that a small business often provides.

Mom-and-pop stores

Small, independently owned businesses, often family-run, like corner stores and drugstores.

Large companies' impersonal nature

Large companies are sometimes perceived as lacking personal connection with their customers compared to smaller companies.

Character of workers

Employee care, giving nature, and service don't change depending on the size of the employer.

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Service orientation

Focus on helping customers and providing individualized attention.

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Importance of personal touch in business

Small, personal actions like greetings, notes, and gifts strengthen relationships and build trust, especially in large organizations.

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Personal touch in large organizations

Large companies can still show care and appreciation for employees, customers, and suppliers through individual attention, despite the size of the organization.

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Employee representation

A company's receptionist or secretary represents the company's values and attitude to customers/clients. Their conduct greatly influences the first impression.

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Leadership's impact

A company CEO's attitude and behavior directly affect the company culture and how employees interact with each other and customers.

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Importance of gratitude

Expressing gratitude through notes, calls, or cards shows appreciation and builds loyalty within and outside of the company.

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Corporate Culture

The shared values and principles of a company, often shaped by the actions of leadership and employees.

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Treating people with love

Showing care and compassion through individual actions, like sending cards or notes, strengthens bonds with everyone in your organization.

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Expressing appreciation

Showing gratitude for customers' and suppliers' business and efforts builds strong relationships.

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Small vs. Large Companies

Regardless of size, a company can still provide personal attention through individual touches, making customers feel valued and cared for.

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Value in personalized communication

Sending personal notes, cards or emails, especially to executives, shows appreciation and builds strong business relationships.

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Study Notes

Personal Touch in Business

  • Importance of Personal Touch: The author emphasizes the value of personal connections in business, contrasting the perceived impersonal nature of large corporations with the more intimate interactions of small businesses. Small businesses often foster a sense of community and familiarity due to direct interaction and personal relationships.

Large vs. Small Businesses

  • Personalization Challenges: Rapid growth often eliminates the possibility for personalized interactions that are characteristic of smaller businesses, like the owner actively welcoming customers or knowing workers by name. The author notes that CEOs of large companies can't necessarily be everywhere at once.

Maintaining Personalization in Large Companies

  • Small Gestures Matter: The author argues that personal touch is achievable in large corporations through seemingly small gestures like personalized greetings, handwritten notes, and expressing care for employees on special occasions.

  • Employee Representation: The author emphasizes the importance of a welcoming front-of-house presence (like a receptionist), as a company's representation.

  • Leadership Sets the Tone: A CEO's respectful and caring demeanor significantly impacts the overall atmosphere and behavior of employees and customers.
    A negative or positive CEO personality will be reflected throughout the company.

The CEO's Role

  • CEO Personalization Examples: The author’s personal interactions include signing cards, making calls, sending gifts, and sending cards for significant life events like birthdays, illness, or death. They value email in some situations, believing it is more practical than sending physical mail to busy individuals.

  • Meeting Employees Directly: The author emphasizes the importance of the CEO spending direct time with employees, possibly even engaging in direct "boots on the ground" type interactions with employees on the lower levels of a company, as well as personally greeting visitors to the company to personally greet them and thanking them in writing.

  • Meaningful Communication: The author highlights the significance of actively listening to and responding to employees' concerns in a considerate manner. They maintain composure while interacting with any person, no matter how frequent an inquiry.

  • Respect and Inclusivity: Treating all employees and clients with respect regardless of their role or status is essential. This is illustrated by the company tour the author gives VIP guests, wherein all employees are greeted, regardless of job title.

Biblical Examples

  • Service Over Self-Importance: The author frequently references the teachings of Jesus (Matthew 20:26-28, John 15:12 and Luke 22:49-51) emphasizing service, love, care, and humility as guides for interactions with employees and clients. The author cites bible verses related to personal humility and service. The author illustrates an example of humility by caring for someone while facing adversity

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