Celebrating Successes

K: Your Mother “done well!” I think your whole approach to leading and motivating People is about love. Don’t you send out thousands of letters every year to your People, celebrating their successes and praising them for their efforts? That sounds pretty loving to me.

C: I guess it is, but I never did that all by myself. We have a small Internal Customer Care Team that, together with my personal staff, helps the Executive Office keep track of every Employee’s birthday, Company anniversary, the birth of children, and other important events. This Team makes sure that cards go out for nearly every occasion. Our office sends out more than 100,000 cards annually. Many of our Officers hand-write several thousand notes each year. ...

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