with empathy, 265–66
equation, 183
getting the story, 334–36
interruptions and, 332–33
to patients, 78, 332
strategic, xxvi, 324
Listening: The Forgotten Skill (Burley-Allen), 331
Listening Leaders (Steil and Bommelje), 331
Little Red Book of Selling (Gitomer), 3
little things, 1–7
Living Company, The (De Geus), 460–61
“local politics on the ground,” 264–69
Lockheed, 313
logistics, 179, 415, 477
Lombardi, Vince, 87
longevity, 459–61
Lorenz, Chris, 376
Lovemarks (Roberts), 72
loving your competitors, 418–20
luck, 495
lunch, 43, 177–80, 473–74
lying, 161, 507
M
McCarry, Charles, 333
McConnell, John, 249–50
McCormack, Mark, 139, 140, 141
McCue, Mike, 417
McEnroe, John, 353
Mackay, Harvey, 471
McKee, Annie, 247–48
McKinsey and Company, 94, 99, 171, 310, 346, 358, 373, 414, 447–48
McMillan, Ron, 66, 94
Madison, James, xxiii, 129
Madoff, Bernie, 115
Magazine Luiza, 283–84
management, metabolic, 453–55
Manager’s Book of Decencies (Harrison), 88, 94
Manage to Memorable Moments of Truth (MTMMOT), 251–52
Managing By Wandering Around (MBWA), 20, 48, 140–41, 255–59, 499
Mandela, Nelson, 65, 446, 471
Mann, Howard, 416–17
manners, 61, 468
manuals, design of, 378–80
marketing vs. sales, 22
market penetration, 22
market share, 22
Marland, Carolyn, 340
Marquardt, Michael, 331
MasterCard, 415
Masters, John, 215
matchless opportunities, 33–34
MBAs (Masters of Business Administration), 358
MBWA (Managing By Wandering Around), 20, 48, 140–41, 255–59, 499
Mead, Margaret, 340
Mechanic, the, 237
meditation breaks, 364
“me first” approach, 65–66
Memorable Moments of Truth, 251–52
Mendler, Sandra, 41
mental fitness, 69–70
mentoring programs, 149
Merrill Lynch, 26
metabolic management, 453–55
milestoning, 369–71, 424
Miller, Bob, xx, 141
Millionaire Next Door, The (Stanley and Danko), 36
mindless optimism, 33–34
Minnick, Walt, 173
mischievousness, 190–93, 325
mission statement, lifelong learning as, 351–53
mistakes, celebrating, 52–54, 323
Mlodinow, Leonard, 316
“moments of truth,” 251–52
money. See finances
Montana, Joe, 295
Morgan, J. P., 209
Morison, Samuel Eliot, 303
mortgages, 27
Mosca, Cathy, 136
motivation, 11, 67
Mott, Lucretia, 302
Movius, Hal, 95
MTMMOT (Manage to Memorable Moments of Truth), 251–52
multidisciplinary research grants, 5
Murthy, Narayana, 385
mutual confidence, 95–96
N
Nadler, Gerald, 331
Napoleon, 230–34, 342
Nature Conservancy, 197
Nature’s Keepers (Birchard), 197
“navigating” Excellence, 493–98
negative people, 60
negative reinforcement, 150, 152
Nelson (Lambert), 493–96
Nelson, Horatio, 232, 493–96
Netscape, 417, 460, 462
Networker, the, 237
networker-doer partnership, 237–38
networking, 50, 163–75
formula for success, 169–72
“inside game,” 173–75
internal vs. external customers, 169–73
“one line of code,” 163–65
during recessions, 59, 60
“sucking down,” 167–69, 423
New Leaders, The (Goleman, Boyatzis and McKee), 247–48
Newton, Isaac, 25
Nike, 212
Nineteenth Amendment, 302, 303, 304
“No,” 195–99
“good enough,” 197–99
“to-don’t” lists, 195–96
nodding, 337
Noonan, Peggy, 507
nostalgia, 58
note-taking, 129, 183, 337
No Two Alike (Harris), 349
Novelli, Bill, 37
now, 453–57
metabolic management, 453–55
pissing away your life, 456–57
walls of “Tomorrows” and “Yesterdays,” 455–56
Nudge (Thaler and Sunstein), 4–5
nudgery, 4–7
O
Obama, Barack, xix, 115, 121
Odebrecht, Norberto, 397–98
Odell, William, 41
office politics, 61
“old” rules, 37–39
Oliver, Mary, 339
On Apology (Lazare), 158
On Becoming a Leader (Bennis), 67
O’Neal, Stan, 26
One Day, All Children (Kopp), 225
“one line of code,” 163–65
one-off projects, 315
one percent drill, 407–8
One Thing You Need to Know (Buckingham), 143, 341
opportunity, 33–43
boring is beautiful, 34–36
bottom line in bad times, 42–43
building green, 39–41
“old” rules, 37–39
optimism, 27, 33–34, 468
opt-in retirement accounts, 6
“organizers” vs. “leaders,” 238
others, 77–91
“being there,” 83–85
civility toward, 79–83
consideration of, 85–88
kindness toward, 77–79
thoughtfulness toward, 88–91
outcome vs. process, 78
out-reading, 355–56
“outside the box,” 21
outsourcing, 19
out-studying, 138–39, 353–54
out-writing, 356–57
overcommunication, 29–30, 204–5, 499
Oxford History of the American People (Morison), 303
P
packagers, 118
PanAm, 320
Panama Canal, 320
parallel universe, 314–15, 323
Parcells, Bill, 217, 340
passion, 240–41, 247–53, 495
seizing the moments, 251–52, 494
patient-centric care, 77–79, 117, 209–12
Patterson, Kerry, 66, 94
Patton, George, 228
Paulson, Hank, 28–29, 100, 351
Pearson, Andy, 263
pedestal, getting down from the, 262–63
Penman, Jim, 34–35
people, 281–91
budget for, 286–88
excitement axiom, 290–91
quality of workforce, 281–86
two-percenters, 289–90
“people leading people,” 277–79
“people serving people,” 411–13
“People’s MBA” (education curriculum), 358–61
PepsiCo, 263, 479
perceptions, 387, 469
perfectionism vs. “good enough,” 197–99
performance, 113–23
first impressions, 116–18
last impressions, 119–20
presentation skills, 121–23
showtime, 113�
��15
Perot, Ross, 216
persona, 115
personal, making it, 97–99
personal satisfaction, 66–68
personal story, 70–74
Peters, Diane McFerrin, 94
phone calls, 133–35, 183, 201–2, 470
physical fitness, 58, 68–69, 499
Picker, David, 316
Pine, Joe, 113
Pink, Dan, 74
pissed-off people, 320–22, 469
pissing away your life, 456–57
Pixar Touch, The (Price), 55–56
Planners vs. Searchers, 264–65
Plato, 85, 86, 87
play, 190–93
“play” money, 308
pleasantness, 105–7
point of view, 74–75
Polite Revolutionary (Stone), 219
political skills and implementation, 234
portfolio idea, 451
positive outlook, 468
positive reinforcement, 149–53, 157. See also “thank you”
Power and the Story, The (Cornog), 73
Power of Design, The (Farson), 373, 376
practice, 135, 330
prayer, 61
preparation, 138–39, 353–54
presence, 255–69
getting down from the pedestal, 262–63
leaving your money at home, 260–61
managing by wandering around, 255–58
sense or nonsense, 258–59
small steps, 264–69
presentation skills, 121–23, 475. See also first impressions; last impressions
Press Ganey Associates, 77–78
Price, David, 55–56
Prince, Chuck, 26
process vs. outcome, 78
Professional Service Firm50 (Peters), 416
Professional Service Firm (PSF) Mandate, 414–16
“professional,” use of term, 125–26
Progressive Insurance, 455
Project Ray, 436–37
project teams, 237, 310, 323
promotions, 277–78
building a “two per year” legacy, 272–73
criteria for, 324, 476, 477–78
equation, 186
Pronovost, Peter, 210
prototypes (prototyping), 318–19, 322
proximity, 5
PSF (Professional Service Firm) Mandate, 414–16
public effort, 139–41
Puckett, Allen, 346
punctuality, 118, 363
Putting Patients First (Frampton, Gilpin and Charmel), 77–78
Q
quality, 14, 40, 78–79
of the workforce, 281–86
question asking, 345–47
“Quick Prototype Attitude,” 318–19
R
R&D (research and development), 307–9, 324
Ray (movie), 436
reading, 355–56
realism, 437–39
recessions, 2, 42, 321
secrets and strategies for dealing with, 58–61
recognition (positive reinforcement), 149–53, 243, 466
recycling, 6
Red Buttons, 405–6
red tape, 241–42
redundancy, 47, 49
Reed, John, 26
Re-imagine! (Peters), 375–76
re-imagining, 431–39
creating a “cathedral,” 431–33
enabling dreams, 434–35
launching “Project Ray,” 436–37
realism, 437–39
Reinemund, Steve, 479
relationships, 21, 93–101, 185
acts of deliberate relationship enhancement, 100–101
gender differences in, 298–99
importance of, 93–95
making friends, 95–96
making it personal, 97–99
RE/MAX, 277–78, 290, 477
reports, design of, 373, 378–80
reproachful language, 81
research and development (R&D), 307–9, 324
research universities, 308
resilience, 45–56, 469
celebrating failure, 52–54, 323
death of lifetime employment, 50–52
swan dive, 45–49
resilient organizations, observable attributes of, 47–48
resilient people, observable attributes of, 46
respect, 88, 156, 334–35
books about, 94
Respect (Lawrence-Lightfoot), 88, 94, 334, 339–40
restrooms, cleanliness of, xxi, 1–2
résumés, 52
Retail Superstars (Whalin), 443–44, 445
retirement, 501–2
Return on Investment in Relationships (ROIR), 94, 243
“reward excellent failures, punish mediocre successes,” 53, 323
Richards, Ann, 82–83
Ridderstråle, Jonas, 460–61
rigidities, 397–400
Roberts, Kevin, 72
Roddick, Anita, 385
ROIR (Return on Investment in Relationships), 94, 243
Ron Jon Surf Shop, 444
Roosevelt, Eleanor, 339
Rosenblatt, Roger, 166
Rosenbluth, Hal, 94, 290
Rosenbluth International, 167, 290
R.POV8 (Remarkable Point of View … in eight words or less), 74–75
rude people and innovation, 320–22, 469
Rules for Aging (Rosenblatt), 166
Rules for Radicals (Alinsky), 238
Rules of Civility (Brookhiser), 80–82
Russell, Paul, 271
S
sacred trust and leadership, 147–49
sales, 22, 130–31, 340
Samsung, 316
Sargent, Joan, 189–90
Sargent, Molly, 341
satisfaction. See also customer satisfaction
satisfying yourself, 66–68
S.A.V. (Screw Around Vigorously), 316–17, 480
schedule. See time
Schembechler, Bo, 341–42
Schlumberger, 414–15
Schrage, Michael, 225, 318, 319, 322
Schultz, George, 505–6
Schultz, Howard, 191, 489
Schulze, Horst, 42
Schumpeter, Joseph, 462
Schwarzkopf, Norman, 262, 263, 268
“scooping it out,” 334–35
Screw Around Vigorously (S.A.V.), 316–17, 480
“screw it up,” 480
Searchers vs. Planners, 264–65
seizing the moments, 251–52, 494
self, 63–75. See also Brand You
amusing yourself, 66–68
mental fitness, 69–70
personal story, 70–74
physical fitness, 58, 68–69, 499
point of view, 74–75
self-deprecation, 121, 325
selfishness, 15, 65–67
self-knowledge, 46
self-motivation, 11, 67
Sellers, Patricia, 100
serious play, 225, 318–19
Serious Play (Schrage), 318–19
Servant Leadership (Greenleaf), 145
service, 113, 145
serving plates, 5
seven-second impressions, 116–17
Sewell, Carl, 392–93
Sewell Village Cadillac, 392–93
shadow “emergency organizations,” 47
Shafir, Rebecca, 331
Shaw, George Bernard, 245, 341
Sheehan, Neil, 234
shopping cart size, 5
showing up, xxiii–xxiv, 136–38, 183
showmanship, 443–45
showtime, 113–15
Shreve, Anita, 298
Siberia option, 411–12
Siegel, Mary, 331
Simon, Scott, 217
simplicity, 28, 230–33, 382
simplicity of plan, 493, 496–97
simplify, 59, 481
Singapore, two-cent candies, 385–87, 448
Six Sigma, 14, 125, 483
Skilling, Jeff, xxii
Skinner, B. F., 65, 149–50, 337, 464
skunkworks (Skunk Works), 313–16
slack, as secret to resilience, 49
slavery, xxiv
small successes, 60
Smart, Geoff, 271
Smart Questions (Nadler and Chandon),331
smiles (smiling), 63–66, 467
Smith, Al, 239
Smith, Alvy Ray, 56
Smith, Nick, 158
Smith College, 220–21
Smoky Mountain Knife Works, 444
Snow, John, 29
Snow, Owen, 83–85
“soft is hard,” xxi–xxii, xxvi
Sony, 316
Southwest Airlines, 216, 290, 422, 490
sparkle, 103–4
Specter, Michael, 190, 191
SPEED of Trust (Covey), 94
spying, 263
“squint test,” 479
stage face, 58
Stanford University, 5, 389
Stanley, Thomas, 36
Stanton, Elizabeth Cady, 300–304
Starbucks, 191, 386, 389, 467, 489
state visits, 263
Steele, Glenn, 210
Steil, Lyman, 331
Sternin, Jerry, 222
Stevenson, Robert Louis, 130, 340
Stewart, David, xxiii–xxiv, 137–38
Stewart, James B., 13
Stone, Bob, 219–20
storytelling, 70–74
strategic listening, xxvi, 324
Street, Randy, 271
studying, 138–39, 353–54, 471
“substance” vs. appearance, xix–xx, 1–2
success, 489–99
“3H model” of, 489–91
cheat sheet for tough times, 498–99
“Excellence Manifesto,” 491–92
“navigating” Excellence, 493–98
“sucking down,” 167–69, 182, 423
“sucking up,” 168, 182
suffrage movement, 300–304
Summer of 1787 (Stewart), xxiii–xxiv,137–38
Sunstein, Cass R., 4–5
supply chains, 308, 415
support groups, 135
Susskind, Lawrence, 95
Sustainable Construction (Kibert), 41
Sutton, Willy, 168
swan dive, 45–49
Sway (Brafman and Brafman), 4–5
“sweating the details,” 59, 490
Swift, Graham, 356
Swim with the Sharks (Mackay), 471
Switzler, Al, 66, 94
synergies, 21, 26, 27
Sysco, 126–27
systemic change, 21
T
tables, round vs. square, 5
Taleb, Nassim Nicholas, 45
talent, 271–79. See also hiring; promotions
development of, 273–75
people leading people, 277–79
Talent Trio, 276
Tanner, Richard, 222
TBWA/Chiat/Day, 392
team meetings, presenting “little
things” becoming Big Things, 3