CHAPTER 2
Character
The Fundamentals That Build Trust and Goodwill
Ability may get you to the top, but it takes character to keep you there.
—STEVIE WONDER
Hired as vice president of customer services for a North American manufacturer, Nancy Nissan had a mandate to launch a new national service center. Her background in engineering and her reputation for smoothly managing operations had made her the choice of the CEO and senior team. They felt Nancy’s warm, caring, passionate leadership style would be a very good cultural fit. The company was known as a nice place to work; the average tenure of employees was more than 20 years.
Nancy clicked immediately with the 160 employees working under her in the reorganized function. Her peers and direct ...
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