Cultural Offering examines the importance of studying what went right. An excerpt:
The receptionist who handles each caller with just the right amount of niceness and who seems to magically know where everyone is at all times - in order to help. Do we understand how she does this?
The salesman who gets the sale by regularly helping customers - and prospective customers. Does she sell more than the other guys and how?
The executive that has a very good sense of situations and people. Has that been captured? Can it be?
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