By Lori L. Silverman
This booklet contains real-life examples from over 70 revered corporations, small and big, representing a large number of industries utilizing tales to force effects. Leaders from enterprises similar to Microsoft, Lands’ finish, Verizon, U.S. Air strength, and global imaginative and prescient reveal the robust confident impact tales can have. No summary theories or platitudes are conveyed the following. The e-book spells out how Kevin Roberts, CEO around the world of Saatchi & Saatchi, accomplished sustained revenues progress after numerous mergers and downsizings triggered the association to fall on difficult occasions. It additionally indicates how Erik Shaw, president and CEO of FivePoint Federal credits Union, overcame resistance to an organizational identify swap, leading to club progress exceeding the nationwide regular.
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Sample text
We have three stores and thirtyfive employees,” she explains. “We don’t have time to put employees in a classroom and teach them customer service. Individual store managers must train and coach. Because retail is a social environment, we found that storytelling just happened. It was the way people shared what they knew. ” Stories about customer service can result from deliberate actions on the part of a single individual or arise naturally from employee experiences. Regardless of how they originate, if these stories are to support customer service, a philosophy must be in place first.
Each morning, Leo prepared their breakfast and, as they embarked on the next part of each trek by foot, [made sure] that each person’s pack was prepared and everyone was capable of carrying the weight they were assigned. As they made their way through the forest, Leo kept a watchful eye on the group. If anyone strayed from the path, Leo would very gently direct [them] back. Each night, Leo helped the travelers find a good resting place—a suitable place to pitch their tents. He prepared dinner and [made sure they all had soft spots to rest their heads].
I started to tell him, but cut myself short to get him some blankets from the warmer, noticing he was not listening to my explanation. After he was transferred to an OR bed, he commented on seeing us all again in a few weeks when this procedure fails to stop the advancing gangrene in his foot. qxp 8/15/06 10:48 AM Page 29 Put Your Money Where Your Mouth Is 29 dure would be a success. He replied, “Yeah, right. ” The statement stung. I was taken aback. I tried to explain that the whole surgical team would rather be out of a job.