I just assumed I could buy the book locally. Well, I bet I can help you with a few of the concepts. The third value of face time is intelligence gathering. Customers will spill their guts helping you beat your competition if they think they are dealing with someone who can and will make a change for the better. Last period is history.
Face time is leadership in action.
By Walking Around. I call it MBWA - Management By Working Around. Nothing beats firsthand experience and MBWA is definitely it. Smart managers will make a point of scheduling themselves to work a shift or two with the troops. A speaker, trainer, and author, T. Scott's clients include a wide range of businesses and organizations including Federal Express, Southwest Airlines, DoubleTree Hotels, Denny's, and State Farm.