1．LOVE AT WORK 2
Jessie s Glove&Rick Phillips 2
Climbing the Stairway to Heaven&Joanna Slan 4
“Whatever You Need”&Martin Rutte 6
All in a Day s Work&Naomi Rhode 9
I Heard a Little Voice&Anne Walton 11
The Christmas Man&Rachel Dyer Montross 13
His Life s Work&Wyverne Flant 16
For the Love of My Father&Rick Halvorsen 18
2．ON CARING 22
A Lesson from My Father&LaVonn Steiner 22
Bringing Your Heart to Work&Sharon Drew Morgen 24
A Pebble in the Water&Sally K．O Brien 28
I Just Can t Believe It&Mary Ann Dockins 32
Angel on a Doorstep&Shirley Bachelder 34
Santa Comes to Joan&Angela Barnett 38
The Arc Angels&Jonathan Wygant 40
The Break I Got from Prison&Charles A．Ward 42
Putting People First&Robert Levering，Milton Moskowitz and Michael Katz 46
True Stewardship&Claud H．Foster 48
“Thank You for Believing Me Well”&Judy Tatelbaum 50
An Act of Kindness&Mike Teeley 52
The Power of Being Human&Robert R．Ball 54
A Kind Word&Scott Adams 57
The Youngest Cop in Arizona&Michael Cody 61
3．THE POWER OF ACKNOWLEDGMENT 65
The Whale Story&Charles A．Coonradt 65
Rich Beyond Measure&Christine Barnes 69
Managing from the Heart&Hyler Bracey，Jack Rosenblum，Aubrey Sanford and Roy Trueblood 71
Trucks and Trust&Tom Peters 72
A Lady Named Lill&James M．Kennedy and James C．Kennedy 75
“Your Work Is Recognized!”&Gary Hruska 78
Two Ripe Bananas&Maida Rogerson 81
The Scrapbook&Gina Maria Jerome 83
A Coach with Soul&Darrell J．Burnett，Ph．D 86
4．SERVICE：SETTING NEW STANDARDS 89
Banking at Its Best&Sharon Borjesson 89
A Passionate Flight Attendant&Glenn Van Ekeren 92
The Massage Is the Message&Maida Rogerson 95
Not on the Menu&Barbara Glanz 97
“Let s Start Over”&Richard Porter 100
“Ah，Bambini!”&Editors of Conari Press 103
Beyond Order-Taking&Art Turock 105
“Welcome to Venetia”&Michael E．Gerber 108
Customer Service Is Not a Mickey Mouse Affair&Valerie Oberle 112
Pass It On&Kenneth G．Davis，M．D． 114
Wednesday Mornings with Elvis&Joy Curci 117
Holy Cow&Dennis J．McCauley 120
A Million-Dollar Lesson&Petey Parker 122
Speak the Customer s Language&Lou Pritchett 124
How to Keep Clients…Even When It Hurts&Jeff Slutsky 126
Have You Received Our Letter Yet?&Tom Peters 129
Someone Was Listening&Tom Chappell 131
Beyond Expectations&Milt Garrett 134
5．FOLLOW YOUR HEART 141
To Have Succeede&Ralph Waldo Emerson 141
Making Bright Memories for Tomorrow&Joyce Ayer Brown 142
I Found Myself Saying Yes&Margaret J．Giannini，M．D 146
The Shadowland of Dreams&Alex Haley 148
I Never Write Right&Linda Stafford 153
When Dreams Won t Die&Marily Johnson Kondwani 158
Debbie Fields Gets“Oriented”&Celeste Fremon 162
A Walk in the “Woulds”&Jeff Heye 165
A Sign for Our Times&Joan Wester Anderson 168
Sacred Stalls&Marty Raphael 171
A Hug from a Teenage Boy&Nancy Noel Marra 175
6．CREATIVITY AT WORK 179
The Adjustment&G．Stillwagon，D．C．，Ph．C 179
Doing Good and Doing Well&Hanoch McCarty，Ed．D 182
Managing the Space Program&Rushworth M．Kidder 185
Attention to Detail&Bryan W．Mattimore 189
“Move Over!”&Jeffrey Patnaude 191
Search for a Smile and Share It&John Murphy 194
Getting the Garbage Out&Paul Hawken 197
Time Out&Martin Rutte 199
Poetic Vision&John Lumsden 201
7．OVERCOMING OBSTACLES 206
How to Get Their Attention&Dr．Ann E．Weeks 206
Attitude Is Everything&Francie Baltazar-Schwartz 209
Leading the Charge!&Mike Wickett 212
The Phantom&John Scherer 214
Staying Motivated&Mike Stewart 218
We Will Survive&Beverly Sills 222
Credit，Not Charity&Mohammad Yunus 224
The Question&Bob Moore 228
Tony Trivisonno s American Dream&Frederick C．Crawford 230
The Great Dill Deal&The Reverend Aaron Zerah 234
A Journey of Friendship&Steven B．Wiley 237
8．ON COURAGE 240
Billy&Jeff McMullen 240
“If I Were Really Important…”&Susan Jeffers，Ph．D 244
That One Moment&Chris Cavert 246
A Little Courage Goes a Long Way&Sandra Crowe 249
It Takes Chutzpah!&Jeff Hoye 253
A Captive Audience&Neil Balter 255
A True Leader&Marin L．Johnson 259
The Scoutmaster and the Gunslinger&John Scherer 261
Showdown at Pebble Beach&Mark H．McCormack 266
Take a Stand&Denis Waitley 269
9．LESSONS&INSIGHTS 273
The Blind Man&Helice Bridges 273
How to Add by Subtracting&Dave Thomas 278
The Uncommon Professional&Kenneth L．Shipley 282
Stressbusters&Tim Clauss 285
A Lesson in Leadership&Michael Shandler，Ed．D． 290
Mother Knows Best&Nicholas Economou 294
Why Coaches Really Coach&William T．Brooks 297
Let Your Light Shine&Nido Qubein 300
Spiritual Unfoldment at the World Bank&Richard Barrett 303
It Is Later Than You Think&Frederic Loomis 306
How Much Is Enough?&Anthony DeMello 310
Who Is Jack Canfield? 311
Who Is Mark Victor Hansen? 313
Who Is Maida Rogerson? 315
Who Is Martin Rutte? 317
Who Is Tim Clauss? 319
What People Are Saying About 321