IPMA 99 A Time For Change

"And we don't even have to spend a lot of money to recognize people," Kleinman said. "Customers are no longer number one. Guess who's number one: Employees."

Despite this pronouncement, customer service is still crucial, and Carrie Griffin, of Peopleware, was on hand to talk about it. A former in-plant manager, Griffin led several sessions. She told attendees that they must exceed their customers' expectations.