I don't tend to celebrate and get excited. It didn't come naturally to me. Every week end, i would spend an afternoon just writing hand written notes to our associates ou great things that they done,. We did videos every week that would take the best example of customers service and broadcast that video to all our associates. I believe that you get what you sure. And for me, that was not a natural learning i knows andy said, i'm a lawyer by training. That means, you know, i live in shades of gray.
Everything changes when we picture our organization upside down, with the CEO bearing the weight at the bottom and pushing vision up through the organization to the customer. Back in September 2015, Frank Blake and I discussed how and why this approach creates vision that will stick. As we enter 2022, this approach is more relevant than ever.
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