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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