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The Secret, 2nd Edition by Mark Miller, Ken Blanchard

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In the days that followed, Debbie reflected on all the things she’d learned during her meetings with Jeff. She realized that her time with him had made a profound impact on her. It had certainly changed her leadership point of view. She would never look at leadership or her team in the same way again.

The team had a new energy and enthusiasm that truly amazed her. The performance of the group continued to improve. The goals they set around creating raving fan customers were very aggressive, yet everybody felt they were achievable. They all believed they could move from “worst to first.” They decided the key would be twofold: first, achieving unprecedented levels of customer service; second, working together as a team—not independently, ...

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