Index
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A
A.A. (Action Addicts), 214
Abrashoff, Mike, 153
Abt Electronics, 444
accountability, 47, 61, 184, 476
accountancy, 248, 373, 399
action, 207â17
Captain âDayâ and Captain âNight,â 212â14
drilling wells, 215â17
patient-centric care, 209â12
âtrying my damnedest!â, 207â9
Action Addicts (A.A.), 214
âaction attitude,â 214
action words, 216â17
Active Listening (Hoppe), 331
Adams, John Quincy, 343
Adams, Marilee, 331
Adams, Scott, 51, 193
adhocracy, 309â11
ADRE (Act of Deliberate Relationship Enhancement), 100â101
ADWT (Amazing Demographic & Wealth Tsunami), 39
aesthetics. See design
agenda-setting, 128
Age of the Hare, 453â54
aggressiveness vs. âenergy,â 116
aging population market opportunities, 23, 37â39, 479â80
Ailes, Roger, 116â17
aimless wandering, 257
Alinsky, Saul, 238
Allen, Woody, 136
Allende, Isabel, 342
âall-senses,â 259
Altman, Robert, 143â44
Amazon.com, 311
Ambrose, Stephen, 217
American Airlines, 490
amusing yourself, 66â68
Anderson, Dick, 212â13
Andretti, Mario, 342
angry customers, 203â4. See also apologies
animation, 117
Anixter, Julie, 52
Annis, Barbara, 296â97
Anthony, Susan B., 301â2
apologies (apologizing), 125, 157â60, 165, 184, 467
appearance vs. âsubstance,â xixâxx, 1â2
Apple Computer, 56, 314, 377, 456
appreciation. See âthank youâ
Arden, Paul, 340
Are You Really Listening? (Donoghue and Siegel), 331
Armstrong, Neal, 446
Art of Asking, The (Fadem), 331
asking questions, 345â47
Asking the Right Questions (Browne and Keeley), 331
attire for work, 243
attitude, 7, 103â11, 287
cheerfulness, 107â8
âEye-sparkle Factor,â 103â4
Flagman, 109â11
pleasant, caring, and engaged, 105â7
authoritarianism, 29, 229
Aviator (movie), 320
Avrakotos, Gust, 236â37, 241, 242â43
Axelrod, Susan, 392
B
âband of brothers-sisters,â 242â43
Barack, Inc. (Faulk and Libert), 153
Barbosa, Gerson, 351
Bartz, Carol, 143
Basement Systems, Inc., 35
bathrooms, cleanliness of, xxi, 1â2
Batten, Frank, 312
BDs (Bullshit Detectors), 403
Beckett, Samuel, 54
behaviorism, 65, 149â53, 337, 464
âbeing there,â 83â85
Bennis, Warren, 67, 272, 351â52
Ben-Shahar, Tal, 468
Berlin Wall, 446
Bernanke, Ben, 29
Berserk Standard, 311â12
Best Buy, 285â86, 415
best practices, 401
âbias for action,â 214, 216, 480
big change, 224â30
all at once, 224â28
in short time, 228â30
Big Plan, 264â69
Birchard, Bill, 197
BlackBerry, 365
Black Swan, The (Taleb), 45
Black Swans, 45â49
blame game, 61, 467
Blohm, Olle, 94, 146â47
Bloomberg, Michael, 54, 319
âblue oceans,â 20, 187, 422
BMW, 449
board directors, women as, 297
Boeing 747, 320
BOF (Balance of Favors), 184, 238
Bogle, John, 27â28
Bommelje, Richard, 331
Boomer/50-Plus Market Potential, 23, 37â39, 479â80
boring is beautiful, 34â36
Boyatzis, Richard, 247â48
Brafman, Ori, 4â5
Brafman, Rom, 4â5
brand (branding), 72, 391â93
brand loyalties, 38
Brand You, 18, 50â52, 63â66
Branson, Richard, 149, 190â91, 334â35
Bratton, William J., 6
Bread Loaf Construction, 391â92
breaking the rules, 325, 476
customer service and, 389â91
breaks, 364â65
breathing (breathing rituals), 49, 364
âbroken windows,â 6
Bronnerâs Christmas Wonderland, 444
Brookhiser, Richard, 80â82
Brooks, David, 397
Brown, John Seely, 73
Browne, Neil, 331
Buckingham, Marcus, 143, 273, 341
budgeting. See finances
Buffett, Warren, 232, 345
Built to Win (Movius and Susskind), 95
bullying, 269
Burley-Allen, Madelyn, 331
Burn, Harry, 300, 301, 304
Buse, H. W., Jr., 207
business hierarchy, 19
BusinessWeek, 216, 390, 414
C
calendar buddy, 481â82
calling customers, 133â35, 201â2, 470
calmness, 46
Canadian Broadcasting Corporation (CBC), 296â97
candy jar message, 385â87
Captain âDayâ and Captain âNight,â 212â14
Career Warfare (DâAlessandro), 113
caring, xixâxx, xxi, 1â2, 64, 105â7, 394â95
Carlzon, Jan, 251â52
Carnegie, Dale, 83, 96
Carrigan, Pat, 262â63
Carver, Raymond, 161
âcathedral,â creating a, 431...