As we approach the end of 2009, it is time to review the past year’s business and professional performance and to set goals for the New Year. Performance Management is about preparation, follow-through, and accountability in all that we do. Why is a year-end assessment important? There are many reasons and some of these have to do with the bear. In the Customer Astonishment book, Secret #5 is “Know the Bear.” 

Performance Management is about what our customers expect and what we expect of ourselves. The message of “the bear” is that we can never let ourselves become complacent, but must keep our performance standards high and the positive momentum of service excellence going strong. 

The bear symbolizes our competitors and the challenges present in the larger economy. The bear reminds us of the need to be vigilant, to be prepared, and to be diligent so that we can run faster than the bear as needed or learn from the bear to be powerful in the ways we need to be more efficient and effective. This is true as you manage your personal affairs, your career, and your business enterprise.

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