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Formatted Contents Note
The milkshake moment It was a dark and stormy night Half empty or half full? This is not a customer service book Foster "grow" versus status quo A brief history of organizations and man(agement) Toddlers and trust Some shocking behavior Lessons from the cubicle farm The managed The led Put purpose before profit It's never about money The wizard of Westwood Profit pushers NoClu Motors, Inc. Purpose in the plan You gotta serve somebody Insource crucial judgment Edicts made on high Peeves from below Participatory policy making How 'bout them pomegranates? Come harter or high water Address the "people problem" problem The people problem polka Eric's excalibur Why people work Care for customers Home team drops the ball The big secret to great customer service Even geniuses struggle to serve It takes a hero The future is already here...some folks just aren't getting the memos.