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Moments of Truth: Four people rules

I’m re-reading Jan Carlzon’s book Moments of Truth. He’s the CEO who turned around the Scandinavian airline SAS.

He starts the book with these four statements. They are a mini manifesto for getting people engaged and energized throughout the organization. The four rules apply particularly to the steps you need to take to free up your front line people to serve customers more effectively.


1. Everyone needs to know and feel that he or she is needed

2. Everyone wants to be treated as an individual

3. Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed

4. An individual without information cannot take responsibility. An individual who is given information cannot help but take responsibility.

Source: Taken from the opening of Jan Carlzon’s book Moments of Truth.


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