- Handbook-by Keyword
- Handbook-Working View
- Letters to a Young Manager
- Links
- Stories-by Keyword
- Stories-by Number
- Stories-by Title
- Stories-New & Revised
- Stories-Titles & Morals
- Stories-To Be Done
HPMD Home Page
 | Title | Moral | |||
|---|---|---|---|---|---|
| Tour Guide, Senator and Cheer leader | The service rep represents the customer, not the company | | |||
| |||||
| Leave your Signature | Style matters; leave your signature | | |||
| Time, Process and People | The tighter the time frame the less concern for process and people | | |||
| The Case of the Serial Numbers | Pay attention to what doesn't feel right | | |||
| What are you working on? | "What are you working on?" is a powerful framing question | | |||
| High Expectations; High Compassion | High expectations; high compassion | | |||
| A Tree in Zaire | "But just to ask us who we think we are" | | |||
| Crossing the Street | Letting others take the lead means learning to be a good follower | | |||
| |||||
| The Good Days Score | People focus and work hard to beat the best | | |||
| Bowling and Curtains | With a good scoreboard, you don't need feedback from a manager | | |||
| |||||
| Assemble the Components | Assembly is easier and faster than creating from scratch | | |||
| Tying shoes | Sometimes the best specification is by example | | |||
| |||||
| A Red-Button Party | When you find a problem, celebrate: it's an opportunity to ratchet up the quality | | |||
| The Best is the Enemy of the Good | Good enough is often plenty | | |||
| |||||
| Anticipating Tastes | Anticipate your stakeholder needs | | |||
| More Impersonal than an ATM | Bad service is also legendary | | |||
| The Team and The Fans | Take a customer-centered view | | |||
| Cajun Popcorn | If it doesn't meet the customer's unique needs, it's not excellent service. | | |||
| The Runaway Treadmill | Ignoring the bad experience is a guarantee to lose the business | | |||
| |||||
| Technology Without the Technology | Speak technology in nontechnical terms | | |||
| Hearing the call | Get your name out among people, then listen for the echo | | |||
| |||||
| Lima Beans | Culture is the folklore | | |||
