Acknowledgments
Introduction
1. LOVE AT WORK
Jessie's: Glove
Climbing-the Stairway to Heaven
"Whatever You Need"
All in a Day's Work
I Heard a Little Voice
The Christmas Man
His Life's Work
For the Love of My Father
2. ON CARING
A Lesson from My Father
Bringing Your Heart to Work
A Pebble in the Water
I Just Can't Believe It
Angel on a Doorstep
Santa Comes to Joan
The Arc Angels
The Break I Got from Prison
Putting People First
True Stewardship
"Thank You for Believing Me Well"
An Act of Kindness
A Kind Word
The Youngest Cop in Arizona
3. THE POWER OF ACKNOWLEDGMENT
The Whale Story
Rich Beyond Measure
Managing from the Heart
Trucks and Trust
A Lady Named Lill
Your Work Is Recognized!
Two Ripe Bananas
The Scrapbook
A Coach with Soul
4. SERVICE:SETTING NEW STANDARDS
Banking at Its Best
A Passionate Flight Attendant
The Massage Is the Message
Not on the Menu
"Let's Start Over"
"Ah, Bambini! "
Beyond Order-taking
"Welcome to Venetia"
Customer Service Is Not a Mickey Mouse Affair
Pass It On
Wednesday Mornings with Elvis
Holy Cow
A Million-dollar Lesson
Speak the Customer's Language
How to Keep Clients...Even When ,It Hurts
Have You Received Our Letter Yet?
Someone Was Listening
Beyond Expectations
5. FOLLOW YOUR HEART
To Have Succeeded
Making Bright Memories for Tomorrow
I Found Myself Saying Yes
The Shadowland of,Dreams
I Never Write Right
When Dreams Won't Die
Debbie Fields Gets"Oriented"
A Walk in the "Woulds"
A Hug from a Teenage Boy
6. CREATIVITY AT WORK
The Adjustment
Doing Good and Doing Well
Managing the Space Program
Attention to Detail
"Move Over!"
Search for a Smile and Share It
Getting the Garbage Out
Time Out
Poetic Vision
7. OVERCOMING OBSTACLES
How to Get Their Attention
Attitude Is Everything
Leading the Charge!
The Phantom
Staying Motivated
We Will Survive
Credit, Not Charity
The Question
Tony Trivisonno's American Dream
The Great Dill Deal
A Journey of Friendship
8. ON COURAGE
Billy
"If I Were Really Important..."
That One Moment
A Little Courage Goes a Long Way
It Takes Chutzpah!
A Captive Audience
A True Leader
The Scoutmaster and the Gunslinger
Showdown at Pebble Beach
Take a Stand
9. LESSONS & INSIGHTS
The Blind Man
How to Add by Subtracting
The Uncommon Professional
Stressbusters
A Lesson in Leadership
Mother Knows Best
Why Coaches Really Coach
Let Your Light Shine
Spiritual Unfoldment at the World Bank
It Is Later Than You Think
How Much Is Enough?
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