Peter Drucker (1909 - 2005) is
regarded as the ‘founder of modern management’ and is one of the most famous
management gurus ever. He wrote 39 books which have been translated into more than
36 languages. He also wrote a regular column in the Wall Street Journal for 10
years and contributed frequently to the Harvard Business Review and The
Economist.
Drucker is known for many famous
quotes, and below are my ten favourites, which all have relevance to anyone who
works in customer service or who runs a business that aspires to provide
exceptional service to their customers.
"The purpose of a business is to create
a customer."
"The most important thing in
communication is hearing what isn't said."
"The aim of marketing is to know and
understand the customer so well the product or service fits him and sells
itself."
"Rank does not confer privilege or give
power. It imposes responsibility."
"Management is doing things right;
leadership is doing the right things."
"The entrepreneur always searches for
change, responds to it, and exploits it as an opportunity."
"What gets measured gets managed."
"Quality in a service or product is not
what you put into it. It is what the client or customer gets out of it."
"The relevant question is not simply
what shall we do tomorrow, but rather what shall we do today in order to get
ready for tomorrow?"
And my very favourite Drucker quote:
"Because its purpose is to create a
customer, the business has two and only two functions: Marketing and
Innovation. Marketing and Innovation produce results. All the rest are costs."
To see hundreds more articles click here to visit our archive