TOTAL QUALITY PEOPLE

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Having been exposed to a number of training programs, such as customer service,
selling skills, and strategic planning, I have come to the conclusion that all these are
great programs with one major challenge: None of them works unless they have the
right foundation and the right foundation is TQP. What is TQP? TQP is Total Quality
People-- people with character, integrity, good values, and a positive attitude.
Don't get me wrong. You do need all the other programs, but they will only work
when you have the right foundation, and the foundation is TQP. For example, some
customer service programs teach participants to say "please," and "thank-you," give
smiles and handshakes.But how long can a person keep a fake smile if he does
not have the desire to serve? Besides, people can see through him. And if the smile
is not sincere, it is irritating. My point is, there has to be substance over form, not
form over substance. Without a doubt, one does need to remember "please" and
"thank-you," the smiles, etc.--they are very important. But keep in mind that they
come to a lot easier when accompanied by a desire to serve.

Someone once approached Blaise Pascal, the famous French philosopher and said,
"If I had your brains, I would be a better person." Pascal replied, "Be a better person
and you will have my brains."