Coherence

53. Managers can avoid costly hiring mistakes with two techniques. First, they should write a solid job description. Second, they should explain special job expectations during the hiring interview. For example, will the applicant be expected to travel? Are tight deadlines common? Also it is very important that the does not frighten away the applicants.

54. No one likes to turn out poor products. Recurring problems began being highlighted. Products shouldn't be returned for corrections. Employees need to make special effort in becoming more careful in doing their work right the first time.

55. Service has been less than perfect for many months. We lacked certain intangibles. we lacked the customer-specific data that was needed . We also made the mistake of removing all localized person-to-person coverage. Because of this we are returning to decentralized customer service.