Return phone calls. Answer all written complaints and problem letters in writing. Thank people in writing. Pay our bills. Do things right. Negotiate hard -- but fair. Recognize employees by what they get done -- not what they do. Employ people who do "whatever it takes." Encourage self improvement and we'll "pay for it." Offer ownership to employees. Want to be hired because we are the "best value." "Shop vendor prices." Sell one thing and furnish another. Stand by a phone and watch it ring. Screen phone calls. Get involved in price fixing or bid rigging. Think "bigger is better." Tolerate "unhappy" people. Hire relatives of existing employees. Compromise quality or safety to increase margin.