Acknowledgments . . . . . . . . . . . . . . . . . . . . . vi
About the Author . . . . . . . . . . . . . . . . . . . . . viii
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 1 Stumbling into the Business World . . . 5
Chapter 2 9/11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 3 The Question Was Answered… . . . . . 17
Chapter 4 …But I Don't Want to Be a Corporate Bureaucrat . . . . . . . . . . . . . . 29
Chapter 5 Getting Off the Ground . . . . . . . . . . . . 33
Chapter 6 The Ten-Minute Turnaround . . . . . . . 39
Chapter 7 The Great Texas Whiskey War . . . . . . 47
Chapter 8 I Just Couldn't Resist . . . . . . . . . . . . . . . 53
Chapter 9 Some of the Obvious Things I Learned . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Chapter 10 We're in What Kind of Business? . . . 65
Chapter 11 With a Little Help from Our Competitors… . . . . . . . . . . . . . . . . . . . . . 71
Chapter 12 Leaders Are Everywhere . . . . . . . . . . . . 73
Chapter 13 Great Organizations Have Great Leaders at Every Level . . . . . . . . . . . . . 83
Chapter 14 In Case You Didn't Get It… Great Organizations Have Great Leaders at Every Level . . . . . . . . . . . . . . . . . . . . . 89
Chapter 15 Great Leaders Make the People Around Them Better . . . . . . . . . . . . . . . 93
Chapter 16 People Recognize a Phony . . . . . . . . . . 97
Chapter 17 People Follow a Leader They Trust . . . . . . . . . . . . . . . . . . . . . . . 101
Chapter 18 Who Wants the "Best" People? . . . . 105
Chapter 19 Looking for the Right People . . . . . . 109
Chapter 20 Interview for Attitude . . . . . . . . . . . . . 115
Chapter 21 Attitudes Also Matter at 30,000 Feet . . . . . . . . . . . . . . . . . . . . . . 121
Chapter 22 Everybody Remembers Their Interview . . . . . . . . . . . . . . . . . . . . . . . . . 127
Chapter 23 Every Job Affects Others . . . . . . . . . . 131
Chapter 24 People Need to Understand Their Mission . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Chapter 25 Shared Goals, Shared Knowledge, and Mutual Respect = A Shared Mission . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Chapter 26 Do People Think Like Employees or Owners? . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 27 Making Employees Owners . . . . . . . 155
Chapter 28 A Sense of Ownership . . . . . . . . . . . . 163
Chapter 29 Make Work Fun . . . . . . . . . . . . . . . . . . 169
Chapter 30 Build a Customer Service Culture . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Chapter 31 Everything He Did Was So I Could Come to Work… . . . . . . . . . . . . . . . . . 177
Chapter 32 Fun Can Have a Purpose . . . . . . . . . . 181
Chapter 33 Celebrate Success and Achievement . . . . . . . . . . . . . . . . . . . . . 187
Chapter 34 Creating Entrepreneurs . . . . . . . . . . . 189
Chapter 35 Encourage Unconventional Thinking . . . . . . . . . . . . . . . . . . . . . . . . . 197
Chapter 36 Suggestion Boxes . . . . . . . . . . . . . . . . . 207
Chapter 37 Many Roads Lead to the Promised Land . . . . . . . . . . . . . . . . . . . 209
Chapter 38 Define the Right Goals and Give People Room to Succeed . . . . . . . . . . 215
Chapter 39 The Two-Minute Drill . . . . . . . . . . . . 219
Chapter 40 Give People Something to Believe In--Define a Grand Mission . . . . . . . 225
Chapter 41 Create a Culture in Which People Want to Do the Right Things . . . . . . 229
Chapter 42 It's a Family Affair . . . . . . . . . . . . . . . . 233
Chapter 43 The Tactics of Success May Vary, but the Principles Are Constant . . . . 239
Chapter 44 Be Yourself and Have Some Fun . . . 247
Chapter 45 It's a Round World . . . . . . . . . . . . . . . 251
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
