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If urgency drops sufficiently and momentum is lost, pushing complacency away a second time can be much more difficult than it was the first.

…how long that employee stays and how productive he is while he is there is determined by his relationship with his immediate supervisor.

A manager has got to remember that he is on stage every day: His people are watching him. Everything he does, everything he says… sends off clues to his employees.

…the most valuable aspects of jobs are now… the most essentially human tasks: sensing, judging, creating, and building relationships.

Retention and customer service both improve when employees have clear expectations, have an opportunity to do what they do best and feel like someone cares about them.

The employee’s immediate manager directly influences the items most consistently linked to turnover. This tells us that people leave managers, not companies.

…from the employees’ perspective, managers trump companies.

Great managers… recognize that each person is motivated differently and that each person has his own way of thinking and his own style of relating to others.

…in turbulent times, the manager is more important than ever.

The manager role is to reach inside each employee and release his unique talents into performance.