BOOK NOTES

‘Know What You’re FOR’ by Jeff Henderson

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Creating Raving Fans

• The winning organizations of tomorrow are more concerned about becoming fans of their customers than vice versa.
• When customers realize an organization is for them, they return the favor.
• Use your business to grow people, not the other way around.
• What is good for people is good for business.
• Everyone asks: Do you like me? Can you help me? Can I trust you?
• See customers as friends.

Developing a Healthy Culture

• Your culture is created by default or design.
• The customer is treated the way your team is treated.
• It’s hard to be in favor of your audience when at odds with your staff.
• Thriving organizations have a culture of deep appreciation.
• Catch people doing the right thing, and celebrate it.
• The most harmful feedback is none.