Wally Hauck, author of Stop the Leadership Malpractice: How to Replace the Typical Performance Appraisal, realized that many employers and managers can actually kill their own business by not communicating properly with their employees. If you'd like to provide a better customer experience have self-managing employees, then you need to ask these three questions: 1. What process in the business isn't working? 2. What is the first 15% of that process? 3. What should be done to improve that process? He shares not only great business advice, but a few case studies and examples along the way.