Chapter Three. Employees On a Mission

“Help me find my place in life, and I will build you a shrine where the poor and the helpless and the hopeless may come for comfort and aid.”

—DANNY THOMAS

I “GOT IT” during the first minute of my tour of the hospital.

The hospital I am referring to is St. Jude Children’s Research Center located in Memphis, Tennessee. While a well-known institution in its own right, St. Jude is probably not usually associated with customer service. However, I found that there is much we can learn from St. Jude about instilling a strong sense of mission in every employee, no matter what his or her position in the organization is.