Excerpt from First Break All The Rules by Marcus Buckingham, Curt Coffman, plus links to reviews, author biography & more

Summary |  Excerpt |  Reviews |  Readalikes |  Genres & Themes |  Author Bio

First Break All The Rules

What The World's Greatest Managers Do Differently

by Marcus Buckingham, Curt Coffman

First Break All The Rules
  • Critics' Opinion:

    Readers' Opinion:

  • First Published:
    May 1999, 255 pages
    Paperback:
    Feb 2004, 320 pages

  • Rate this book


Buy This Book

About this Book

Print Excerpt


Their ideas are plain and direct, but they are not necessarily simple to implement. Conventional wisdom is conventional for a reason: It is easier. It is easier to believe that each employee possesses unlimited potential. It is easier to imagine that the best way to help an employee is by fixing his weaknesses. It is easier to "do unto others as you would be done unto." It is easier to treat everyone the same and so avoid charges of favoritism. Conventional wisdom is comfortingly, seductively easy.

The revolutionary wisdom of great managers isn't. Their path is much more exacting. It demands discipline, focus, trust, and, perhaps most important, a willingness to individualize. In this book, great managers present no sweeping new theories, no prefabricated formulae. All they can offer you are insights into the nature of talent and into their secrets for turning talent into lasting performance. The real challenge lies in how you incorporate these insights into your style, one employee at a time, every day.


This book gives voice to one million employees and eighty thousand managers. While these interviews ground the book in the real world, their sheer number can be overwhelming. It is hard to imagine what one talented employee or one great manager sounds like. The following excerpt, from a single interview, captures something of both the tone and the content of our in-depth interviews.

As with all the managers we quote, we have changed his name to preserve his anonymity. We will call him Michael. Michael runs a fine-dining restaurant owned by a large hospitality company in the Pacific Northwest. Since Gallup first met Michael fifteen years ago, his restaurant has been in the company's top 10 percent on sales, profit, growth, retention, and customer satisfaction. From the perspective of his company, his customers, and his employees, Michael is a great manager.

Throughout the book you will hear Michael's comments echoed by other managers and employees. But rather than pointing out these echoes, we ask you to make the connections for yourself as you move through the chapters. For the moment we will simply let Michael speak for himself.

Gallup: Can you tell us about your best team ever?

Michael: You mean my whole team? I have at least thirty people working here.

Gallup: Just tell us about the core of the team.

Michael: I suppose my best team ever was my wait staff team a few years ago. There were four of them. Brad was about thirty-five, a professional waiter. Took great pride in being the best waiter in town. He was brilliant at anticipating. Customers never had to ask for anything. The moment the thought entered their mind that they needed more water, or a dessert menu, Brad was there at their shoulder, handing it to them.

Then there was Gary. Gary was an innocent. Not naive just an innocent. He instinctively thought the world was a friendly place, so he was always smiling, cheerful. I don't mean that he wasn't professional, 'cause he was. Always came in looking neat, wearing a freshly pressed shirt. But it was his attitude that so impressed me. Everyone. liked to be around Gary.

Susan was our greeter. She was lively, energetic, presented herself very well. When she first joined us, I guessed that she might lack a little common sense, but I was wrong. She handled the customers perfectly. On busy nights she would tell them pleasantly but firmly that last-minute reservations couldn't be accepted. During lunch some customers just want to get their order, pay, and leave. Susan would figure this out and let their server know that, with this particular customer, speed was of the essence. She paid attention, and she made good decisions.

Emma was the unspoken team builder in the crew. Quieter, more responsible, more aware of everyone else, she would get the team together before a busy Saturday night, and just talk everyone through the need to put on a good show, to be alert, to help each other get out of the weeds.

Copyright © 1999 by The Gallup Organization

Membership Advantages
  • Reviews
  • "Beyond the Book" backstories
  • Free books to read and review (US only)
  • Find books by time period, setting & theme
  • Read-alike suggestions by book and author
  • Book club discussions
  • and much more!
  • Just $10 for 3 months or $35 for a year
  • More about membership!

Support BookBrowse

Become a Member
and discover your next great read!

Join Today!

Book Discussion
Book Jacket
The Opposite of Everyone
by Joshilyn Jackson

"Quirky and appealing characters, an engaging story, and honest dialogue make this a great book!"
- BookBrowse

About the book
Join the discussion!

Award Winners

  • Book Jacket: A Great Reckoning
    A Great Reckoning
    by Louise Penny
    Canadian author Louise Penny is back with her twelfth entry in the Chief Inspector Armand Gamache ...
  • Book Jacket: Homegoing
    Homegoing
    by Yaa Gyasi
    It's all very well to challenge people to be the masters of their own destiny, but when you&#...
  • Book Jacket: When Breath Becomes Air
    When Breath Becomes Air
    by Paul Kalanithi
    When Breath Becomes Air is the autobiography of Paul Kalanithi, written in the time period between ...

First Impressions

  • Book Jacket

    Victoria
    by Daisy Goodwin

    Daisy Goodwin breathes new life into Victoria's story, and does so with sensitivity, verve, and wit." - Amanda Foreman

    Read Member Reviews

Who Said...

Great literature cannot grow from a neglected or impoverished soil...

Click Here to find out who said this, as well as discovering other famous literary quotes!

Word Play

The Big Holiday Wordplay:
$400+ in Prizes

Enter Now

Books that     
entertain,
     engage

 & enlighten

Visitors can view some of BookBrowse for free. Full access is for members only.

Join Today!

Your guide toexceptional          books

BookBrowse seeks out and recommends books that we believe to be best in class. Books that will whisk you to faraway places and times, that will expand your mind and challenge you -- the kinds of books you just can't wait to tell your friends about.