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1．LOVE AT WORK 2

Jessie s Glove&Rick Phillips 2

Climbing the Stairway to Heaven&Joanna Slan 4

“Whatever You Need”&Martin Rutte 6

All in a Day s Work&Naomi Rhode 9

I Heard a Little Voice&Anne Walton 11

The Christmas Man&Rachel Dyer Montross 13

His Life s Work&Wyverne Flant 16

For the Love of My Father&Rick Halvorsen 18

2．ON CARING 22

A Lesson from My Father&LaVonn Steiner 22

Bringing Your Heart to Work&Sharon Drew Morgen 24

A Pebble in the Water&Sally K．O Brien 28

I Just Can t Believe It&Mary Ann Dockins 32

Angel on a Doorstep&Shirley Bachelder 34

Santa Comes to Joan&Angela Barnett 38

The Arc Angels&Jonathan Wygant 40

The Break I Got from Prison&Charles A．Ward 42

Putting People First&Robert Levering，Milton Moskowitz and Michael Katz 46

True Stewardship&Claud H．Foster 48

“Thank You for Believing Me Well”&Judy Tatelbaum 50

An Act of Kindness&Mike Teeley 52

The Power of Being Human&Robert R．Ball 54

A Kind Word&Scott Adams 57

The Youngest Cop in Arizona&Michael Cody 61

3．THE POWER OF ACKNOWLEDGMENT 65

The Whale Story&Charles A．Coonradt 65

Rich Beyond Measure&Christine Barnes 69

Managing from the Heart&Hyler Bracey，Jack Rosenblum，Aubrey Sanford and Roy Trueblood 71

Trucks and Trust&Tom Peters 72

A Lady Named Lill&James M．Kennedy and James C．Kennedy 75

“Your Work Is Recognized!”&Gary Hruska 78

Two Ripe Bananas&Maida Rogerson 81

The Scrapbook&Gina Maria Jerome 83

A Coach with Soul&Darrell J．Burnett，Ph．D 86

4．SERVICE：SETTING NEW STANDARDS 89

Banking at Its Best&Sharon Borjesson 89

A Passionate Flight Attendant&Glenn Van Ekeren 92

The Massage Is the Message&Maida Rogerson 95

Not on the Menu&Barbara Glanz 97

“Let s Start Over”&Richard Porter 100

“Ah，Bambini!”&Editors of Conari Press 103

Beyond Order-Taking&Art Turock 105

“Welcome to Venetia”&Michael E．Gerber 108

Customer Service Is Not a Mickey Mouse Affair&Valerie Oberle 112

Pass It On&Kenneth G．Davis，M．D． 114

Wednesday Mornings with Elvis&Joy Curci 117

Holy Cow&Dennis J．McCauley 120

A Million-Dollar Lesson&Petey Parker 122

Speak the Customer s Language&Lou Pritchett 124

How to Keep Clients…Even When It Hurts&Jeff Slutsky 126

Have You Received Our Letter Yet?&Tom Peters 129

Someone Was Listening&Tom Chappell 131

Beyond Expectations&Milt Garrett 134

5．FOLLOW YOUR HEART 141

To Have Succeede&Ralph Waldo Emerson 141

Making Bright Memories for Tomorrow&Joyce Ayer Brown 142

I Found Myself Saying Yes&Margaret J．Giannini，M．D 146

The Shadowland of Dreams&Alex Haley 148

I Never Write Right&Linda Stafford 153

When Dreams Won t Die&Marily Johnson Kondwani 158

Debbie Fields Gets“Oriented”&Celeste Fremon 162

A Walk in the “Woulds”&Jeff Heye 165

A Sign for Our Times&Joan Wester Anderson 168

Sacred Stalls&Marty Raphael 171

A Hug from a Teenage Boy&Nancy Noel Marra 175

6．CREATIVITY AT WORK 179

The Adjustment&G．Stillwagon，D．C．，Ph．C 179

Doing Good and Doing Well&Hanoch McCarty，Ed．D 182

Managing the Space Program&Rushworth M．Kidder 185

Attention to Detail&Bryan W．Mattimore 189

“Move Over!”&Jeffrey Patnaude 191

Search for a Smile and Share It&John Murphy 194

Getting the Garbage Out&Paul Hawken 197

Time Out&Martin Rutte 199

Poetic Vision&John Lumsden 201

7．OVERCOMING OBSTACLES 206

How to Get Their Attention&Dr．Ann E．Weeks 206

Attitude Is Everything&Francie Baltazar-Schwartz 209

Leading the Charge!&Mike Wickett 212

The Phantom&John Scherer 214

Staying Motivated&Mike Stewart 218

We Will Survive&Beverly Sills 222

Credit，Not Charity&Mohammad Yunus 224

The Question&Bob Moore 228

Tony Trivisonno s American Dream&Frederick C．Crawford 230

The Great Dill Deal&The Reverend Aaron Zerah 234

A Journey of Friendship&Steven B．Wiley 237

8．ON COURAGE 240

Billy&Jeff McMullen 240

“If I Were Really Important…”&Susan Jeffers，Ph．D 244

That One Moment&Chris Cavert 246

A Little Courage Goes a Long Way&Sandra Crowe 249

It Takes Chutzpah!&Jeff Hoye 253

A Captive Audience&Neil Balter 255

A True Leader&Marin L．Johnson 259

The Scoutmaster and the Gunslinger&John Scherer 261

Showdown at Pebble Beach&Mark H．McCormack 266

Take a Stand&Denis Waitley 269

9．LESSONS&INSIGHTS 273

The Blind Man&Helice Bridges 273

How to Add by Subtracting&Dave Thomas 278

The Uncommon Professional&Kenneth L．Shipley 282

Stressbusters&Tim Clauss 285

A Lesson in Leadership&Michael Shandler，Ed．D． 290

Mother Knows Best&Nicholas Economou 294

Why Coaches Really Coach&William T．Brooks 297

Let Your Light Shine&Nido Qubein 300

Spiritual Unfoldment at the World Bank&Richard Barrett 303

It Is Later Than You Think&Frederic Loomis 306

How Much Is Enough?&Anthony DeMello 310

Who Is Jack Canfield? 311

Who Is Mark Victor Hansen? 313

Who Is Maida Rogerson? 315

Who Is Martin Rutte? 317

Who Is Tim Clauss? 319

What People Are Saying About 321