chapter six Tales from the Trenches: Front-Line Workers Who Can Think Big

“Think little goals and expect little achievements. Think big goals and win big success.”

—David Joseph Schwartz

Sara Grimes was a petite woman with mousy brown hair, and at first glance she hardly looked like the sort of person who might set a company on the path of a cultural change of the magnitude Kathy Pillshard had described. But when Roger Milford met her in the lobby of her hotel, her eyes sparkled with such an inner light that he knew once again he’d been deceived by appearances and that there was much more to her than a quick glance could discern.

At the restaurant, when she opted for baked scrod instead of salmon, Roger said, “Look, get lobster, if you like. ...

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