What customers expect from organizations - "Don' t say it, Do it"

Christopher Carfi writes:

Laurence Haughton's well-organized It's Not What You Say...It's What You Do communicates a series of tactics of how to actually get.things.done at an organizational level. Four broad building blocks are given which, in concert, Haughton contends will result in what he calls "follow-through." These are:

• Clear direction
• The right people
• Buy-in
• Individual initiative

Ultimately, this is a book about personal accountability.