Listen to everyone in your company. And figure out ways to get them...
Listen to everyone in your company. And figure out ways to get them talking. The folks on the front lines, the one who actually talk to the customer, are the only ones who really know what’s going on out there. You’d better find out what they know. This really is what total quality is all about. To push responsibility down in your organization, and to force good ideas to bubble within it, you must listen to what your associates are telling you.
– Sam Walton