The Corporate Coach

Miller, founder and CEO of Miller Business Systems, seems more coach than administrator as, in a virtual torrent of maxims enlivened by examples, incidents and anecdotes, he traces the growth of his office supply business from a single $50,000-per-year store to a corporate giant in the last 25 years. His employees, whose number grew from 12 to more than 650, are seen as members of highly autonomous teams constantly being motivated by their coach. The game, of course, is to win and retain customers. The teams are empowered to use extraordinary, sometimes dramatic, tactics to gain new customers and to retain old ones. The concept of customer loyalty was cultivated among the company's vendors and suppliers, who also became members of teams playing the same game. Miller, whose model coach was Vince Lombardi of the Green Bay Packers, is a Wisconsin native who moved to Arlington, Tex., where this lively, engaging story unfolds. Miller's tale will suggest a new dimension for any business manager's performance. (May)