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Article Excerpt
How do you build a relationship with 50,000 members? At the onset, it may seem a daunting task. And for an engineer like me, it's a skill that doesn't come naturally. But in my three years as CEO of Sam Houston Electric Cooperative, I've come to understand and truly value the importance of communication. It is the fundamental building block of relationships. And it's the employees of Sam Houston Electric who make those relationships happen.
In my early years as Assistant General Manager of Sam Houston Electric Cooperative, we often took a top-down, need-to-know approach to communication. Rarely was input solicited from employees about their job satisfaction, skills they might need to enhance their performance, suggestions for improving internal processes or ideas for improving customer service. In those days, our focus was more on how the business worked, not who made it work. After taking the reins as CEO in...
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