Our plumber, Evan, spends every minute of his day solving problems. There are no breaks to check email or to see who’s commented on Facebook. He’s too busy working things out, wondering where the source of the problem is or deciding how he might make the repair more robust than what was originally installed. Evan…

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The customer is not there when the flowers he ordered to be delivered on a special birthday are sent too early without his handwritten greeting—which is still paperclipped to the order book. The florist gets on with processing the rush of early morning deliveries. It’s one of those days when she’s just too busy to…

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How often do we look down when we could look up? How often do we do the obvious instead of exploring what’s been overlooked? How often do we sit tight when we could dive in? How often do we make excuses instead of making our mark? How often do we look away when we could…

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If we want attention, we must deliver value. If we want to be innovative, we must practice empathy. If we want loyalty, we must give respect. If we want to be believed, we must earn trust. If we want rewards, we must embrace risks. If we want to matter, we must create meaning. We not…

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Brian has a tough gig. He works at a call centre for an Internet service provider. You can probably imagine what his day looks like. When we spoke I could hear background noise that sounded like hundreds of other people in a tiny space doing exactly what Brian was trying to do—close the sale. Brian…

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