5. Building a Strong Foundation

It is never too soon to start building a foundation for a strong relationship, as my colleague Gary’s first days working at a new company demonstrated. Without waiting for anyone to arrange an introduction, Gary went to the technical-support group office and introduced himself to the staff members. They chatted for a while and had a few laughs. In the process, these support staff members came to know him before he needed their help; they, in turn, had a chance to explain their services to him. Members of the group later commented to me that this was the first time anyone had ever come by just to meet them. Usually, they explained, employees ignored the support group until they had a problem. Urgency was the defining ...

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