Index

A

  • Abdul-Jabbar, Kareem, 45
  • Accountability
    • business basics and, 34
    • for success, 245
  • Adversity, 1–9
    • bouncing back from, 5–7
    • importance of coping with, 3–4
    • learning from failure, 8–9
  • Albert Einstein College of Medicine, 22
  • Alger, Horatio, 8
  • Ali, Muhammad, 168
  • Allen, Woody, 59
  • Alliance building, 271–273
  • Amazon, 84
  • American Marketing Association, 279
  • American Society for Quality Control, 222
  • American Sociological Review, 271
  • Andrews, Julie, 37
  • Apologizing to customers, 85–86
  • Apple Computer, 5, 249
  • Aristotle, 168, 204
  • Armstrong, Elodie, 296
  • Arrogance, 18–20
  • Assessment, self-, 241–243
  • AT&T, 36
  • Attitude, 11–22
    • arrogance as detrimental to business, 18–20
    • happiness for success, 21–22
    • humor and laughter, 107–108
    • impact of language on, 286–287
    • for improving job performance, 101
    • for sales and marketing, 201
    • taking charge of, 13–15
    • teamwork and, 253–254
    • value of smiling, 16–17
  • Auerbach, Red, 39
  • Avis, 200
  • Awareness, 72

B

  • Backup plans, 189–190
  • Bailey, Greg, 25
  • Bannister, Roger, 25
  • Baum, Robert, 279
  • Becoming Real (Saltz), 191
  • Belief in yourself, 23–30
    • for achievement, 25–26
    • humility and, 27, 29–30
    • improving job performance and, 102
    • for self-confidence, 27, 164–165, 238
  • Bell Atlantic, 36
  • Bennis, Warren, 36, 127–128
  • Bernoulli, Jacob, 199
  • Berra, Yogi, 226, 232
  • Best, Worst & Most Unusual, The (Felton and Fowler), 61
  • Bethlehem Steel Company, 192
  • Blanchard, Ken, 143
  • Bombeck, Erma, 288
  • Booker, Greg, 167
  • Book of Fate, The (Voltaire), 261
  • Boston Celtics, 251
  • Bradley, Bill, 61, 166
  • Burbank, Luther, 70
  • Burke, Jim, 5
  • Business basics, 31–42
    • discipline and, 37–38
    • ethics and, 41–42
    • job lessons of, 33–34
    • letting go of mistakes, 35–36
    • setting goals, 39–40

C

  • Cafiero, Eugene, 109
  • Canfield, Jack, 165
  • Capra, Frank, 72
  • Carlson, Curtis, 74
  • Carnegie, Andrew, 249
  • Carnegie, Dale, 16, 52, 226, 271
  • Carnegie Foundation, 159
  • Chase Manhattan Bank, 143
  • Chicago Bulls, 251
  • Chrysler, 94, 109, 278
  • Civility, 159–160
  • CLASS (Calm/courteous/control, Living by high standards, Above it all, Self-respect, Self-confidence), 164–165
  • Coaching, 43–54
    • by good bosses, 47–48
    • Holtz on success, 53–54
    • for improving job performance, 102
    • motivational work environment and, 49–50
    • recognition and, 51–52
    • Wooden’s Pyramid of Success, 45–46
  • Coca-Cola, 58
  • Columbus, Christopher, 227
  • Come Before Winter and Share My Hope (Swindoll), 61
  • Communication, 281–289
    • avoiding gossip, 288–289
    • impact of language on, 286–287
    • learning by listening, 283–285
    • listening skills for success, 245
    • phone skills and, 264–265
  • Competition, 55–65
    • beating, 59–60
    • knowing the competition, 57–58
    • outswimming sharks in, 61–62
    • thriving on, 63–65
  • Complaints, by customers. See Customer service
  • Compromise, 101
  • Concentration, 69–70
  • Confidence, 27
  • Confucius, 185, 223
  • Contingency planning, 189–190
  • Contracts, 92
  • Cooke, Jack Kent, 93
  • Coolidge, Calvin, 108, 287
  • Courage, 72
  • Creativity, 67–75
    • conditions needed for, 69–70
    • growing success with, 71–73
    • imagination and, for success, 74–75
    • Seven Cs of Success (Clarity, Competence, Constraints, Concentration, Creativity, Courage, Continuous Learning), 231–233
  • Criticism, accepting, 237–238
  • Curie, Marie, 176, 227, 278
  • Customer loyalty, 157
  • Customer relationship management (CRM) system, 143–146
  • Customer service, 87–102
    • apologizing to customers, 85–86
    • importance of, 33–34
    • as reflection of the business, 81–82
    • for retaining customers, 79–80
    • service culture and, 83–84
    • 66-Question Customer Profile (Mackay), 208–209, 298
    • time management and, 260

D

  • D’Antonio, Agostino, 176
  • Dawn (dish detergent), 211
  • Dead horse analogy, 35–36
  • De Bono, Edward, 71
  • Declaration of Independence, 297, 305
  • De Mestral, George, 113
  • Detail, 53–54
  • Dig Your Well Before You’re Thirsty (Mackay), 150
  • Discipline
    • as business basic, 37–38
    • for success, 54
  • Disney, Roy E., 184
  • Disney, Walt, 27, 184
  • Drucker, Peter, 41, 70, 116
  • Duke University, 271

E

  • Edison, Thomas, 36, 70, 74, 176, 236, 271
  • Eisenhower, Dwight, 284
  • Employees, 87–102
    • befriending fellow coworkers, 150–151
    • consequences of bad hiring, 91–92
    • employee retention, 95–97
    • finding a job, 98–100, 101–102
    • firing issues, 93–94
    • hiring employees and creating service culture, 83–84
    • hiring professionals, 89–90
    • leadership and potential of, 126–128
    • service culture and, 83–84
    • sparking innovation of, 118
  • Ethics, 41–42
  • Etiquette in Society, in Business, in Politics, and at Home (Post), 158
  • Evaluation
    • creativity and, 73
    • for negotiation, 134
  • Evinrude, Ole, 114
  • Excellence, commitment to, 53
  • Excuses, goals vs., 39–40
  • Exercise, importance of, 102
  • Exploration, 72

F

  • Failure, learning from, 8–9
  • Fear of success, 193–195
  • Federal Express, 277
  • Feedback
    • accepting, 102
    • employee retention and, 95–97
  • Felton, Bruce, 61
  • Field, Marshall, 175, 221
  • Fields, Debbi, 179
  • Financial records, importance of, 34
  • Firing issues, 93–94. See also Employees
  • Focus
    • for creativity, 69–70
    • importance of, 33
  • Forbes, B. C., 160
  • Forbes, Malcolm, 272
  • Forbes Scrapbook of Thoughts on the Business of Life, 175
  • Ford, Henry, 36, 94, 176, 271
  • Ford Motor Company, 118
  • Forum Corporation, 201
  • Fowler, Mark, 61
  • Frankl, Viktor, 278
  • Franklin, Benjamin, 74, 176, 195, 204, 263
  • Freitas, Alan, 259
  • Friedman, Harry, No Thanks, I’m Just Looking, 58
  • Friendship
    • befriending fellow coworkers, 150–151
    • people skills and, 168–170
  • Fundamentals, 54

G

  • Galileo, 113
  • Gallup Organization, 231
  • Gandhi, Mohandas K., 278
  • Gatekeepers, 148–149
  • Geisel, Theodor “Dr. Seuss,” 175–176
  • General Electric (GE), 57
  • Giamatti, Bartlett, 50
  • Glassdoor, 95
  • Goals
    • for improving job performance, 101
    • for sales and marketing, 202
    • setting, 39–40
  • Goddard, Robert, 174
  • “Good enough,” exceeding expectations vs., 179–181
  • Goodyear, 227
  • Gossip, avoiding, 288–289
  • Graham, Billy, 278
  • Grandma Moses, 232
  • Grove, Andrew S., 63
  • Growth opportunities, 219–220
  • Grunder, Marty, 105–106
  • Guidebook for Marines (U.S. Marine Corps), 123–124

H

  • Hagwood, Scott, 223–224
  • Hallmark Cards, 74
  • Hannibal, 115
  • Happiness
    • spreading, to others, 304–306
    • success and, 21–22
  • “Happy” (Williams), 304
  • Hard work, importance of, 33
  • Harris, Thomas A., 191
  • Harvey, Paul, 3
  • Herndon, William, 222
  • Hewlett, William, 116, 190
  • Hewlett-Packard Company, 116, 190
  • Hill, Napoleon, 13–14, 75
  • Hillary, Edmund, 251
  • Hoel, Bill, 252
  • Hogan, Ben, 232
  • Holtz, Lou, 39, 53, 185–186
  • Homer, 3
  • Home Shopping Network, 114
  • Honda, 256
  • Honesty
    • employee complaints and, 96
    • ethics and, 41–42
    • in hiring practices, 91–92
    • in negotiation, 137–139
    • for sales and marketing, 201
    • for success, 245
  • Honeywell, 41
  • Human resources. See Employees
  • Humility, 27, 29–30
  • Humor and laughter, 103–110
    • attitude and, 107–108
    • benefits of, 105–106, 109–110
    • for success, 245

I

  • Iacocca, Lee, 94, 251, 278
  • IBM, 227, 277, 294
  • Ideas and innovation, 111–119
    • action to back up ideas, 113–114
    • big innovations start with little ideas, 115–117
    • sparking innovation, 118–119
  • Imagination, 74–75
  • I’m OK, You’re OK (Harris), 191
  • Industrial-Organizational Psychologist, 19
  • Industriousness, 234–236, 238
  • In Search of Excellence (Peters), 81, 143
  • Instincts, 72
  • Institute for Aging Research (Albert Einstein College of Medicine), 22
  • Intel Corporation, 63
  • International Listening Association, 283
  • International Paper, 252
  • Interruptions, 259–260
  • Interviewing, of prospective employees, 91–92

J

  • J.D. Powers & Associates, 82
  • Jefferson, Thomas, 204, 305
  • Jobs, Steve, 5, 249
  • Jobs
    • learning lessons on the job, 33–34
    • seeking, 98–102
    • See also Employees
  • Johnson & Johnson, 5
  • Jones, Bobby, 42
  • Jordan, Michael, 249

K

  • Keith, Kent, 129
  • Kelleher, Herb, 19
  • Keller, Helen, 249, 280
  • Kemp, Jack, 28
  • Kennedy, Robert F., 9
  • Kentucky Fried Chicken, 173
  • Kimbro, Dennis, 13–14
  • King, Martin Luther, Jr., 278
  • Kite, Tom, 42
  • Klein, Burton, 115
  • Knight, Bob, 37
  • Kraft, Tara, 17

L

  • Lambert, Piggy, 46
  • Landry, Tom, 90
  • Language, watching. See Communication
  • Lao Tzu, 126
  • Law of Gravity, 113
  • Law of Large Numbers, 199–200
  • Law of Success (Hill), 75
  • Leadership, 121–130
    • coaching by good bosses, 47–48
    • for employee retention, 95–97
    • employees’ potential and, 126–128
    • Marines on, 123–125
    • setting standards for, 129–130
  • Leadership (publication), 57
  • Lifelong learning
    • for self-improvement, 219–220
    • for success, 231–233
  • Lincoln, Abraham, 21, 137, 204, 222
  • LinkedIn, 95
  • Listening. See Communication
  • Little Prince, The (Saint-Exupery), 184
  • L.L. Bean, 260
  • Lombardi, Vince, 38, 199

M

  • Mackay, Harvey
    • Dig Your Well Before You’re Thirsty, 150
    • 66-Question Customer Profile, 208–209, 298
    • Swim with the Sharks Without Being Eaten Alive, 144, 208, 298
    • “Ten Commandments for the Office,” 155–156
    • “Thoughts for a Richer Life,” 307–309
    • website of, 208
    • See also MackayMitchell Envelope Company; Mackay’s Morals
  • Mackay, Jack, 143
  • Mackay Envelope Company, 271
  • MackayMitchell Envelope Company, 252
    • adversity overcome by, 6
    • coaching and, 51
    • competition understood by, 64
    • goal of business longevity for, 183
    • hiring practices, 91–92
    • open door policy of, 42
    • time management by, 260, 264
  • Mackay’s Morals
  • Management Review, 126
  • Manners, 157–158
  • Manning, Peyton, 208
  • Marcus, Stanley, 180, 235
  • Marden, Orison Swett, 180
  • Marriott, Bill, 284
  • Mars, Inc., 59
  • Maytag, 183
  • McDonald’s, 260, 304
  • McFarlane, Willie, 42
  • McKenzie, Gordon, 74–75
  • Memory, strengthening, 223–225
  • Mentors
    • coaching and, 47–48
    • for improving job performance, 102
  • Michelangelo, 176
  • Microsoft, 5
  • Midler, Bette, 169
  • Mistakes
    • correcting past mistakes, 182–183
    • learning from, 35–36, 226–227, 238
    • letting go of, 35–36
  • Mitchell, Manteo, 64
  • Morgan, J. P., 138–139
  • Mother Teresa, 3
  • Motivation
    • motivational movement, 74
    • work environment for, 49–50
  • My Fair Lady (musical), 205

N

  • Nanus, Burt, 36
  • Napoleon Bonaparte, 51
  • National Association for Employee Recognition, 51
  • National Energy Associates, 114
  • Negotiation, 131–139
    • experience for, 135–136
    • honesty in, 137–139
    • preparation for, 133–134
  • Neiman-Marcus, 182–183, 235
  • Nelson, Bob, 173–174, 262
  • Nelson, Byron, 38
  • Networking, 141–151
    • befriending coworkers for, 150–151
    • gatekeepers and, 148–149
    • job search and, 98
    • network-building skills self-test, 145–147
    • preparation for, 143–144
  • Newton, Isaac, 113
  • Nicklaus, Jack, 277
  • Norgay, Tenzing, 251
  • Notebaert, Richard C., 119
  • Note taking, job search and, 99
  • No Thanks, I’m Just Looking (Friedman), 58

O

  • Obstacles, overcoming, 14–15
  • Ogilvy, David, 212
  • On Becoming a Leader (Bennis), 127
  • One-Minute Manager, The (Blanchard), 143
  • 1,001 Ways to Take Initiative at Work (Nelson), 173–174, 262
  • Options, assessing, 72
  • Organization
    • for improving job performance, 101
    • for success, 245
  • Oswald, Andrew, 17

P

  • Packard, Dave, 116, 190
  • “Paradoxical Commandments of Leadership” (Keith), 129
  • Parrish, Will, 114
  • Patience, 72
  • Paulson, Terry, 166–167
  • Pavarotti, Luciano, 94
  • Paxson, Lowell, 114
  • Peale, Norman Vincent, 27
  • Pendley, Daniel, 62
  • Penney, J. C., 3
  • People skills, 153–170
    • civility and, 159–160
    • CLASS for, 164–165
    • friendship and, 168–170
    • manners and, 157–158
    • showing appreciation and, 161–163
    • “Ten Commandments for the Office,” 155–156
    • treating others well, 166–167
  • Perot, H. Ross, 175
  • Persistence, 171–176
    • creativity and, 72
    • importance of, 33
    • resisting quitting, 175–176
    • for success late in life, 173–174
  • Personalization, 205–207
  • Personnel Today, 162
  • Persuasion, 203–204
  • Peters, Tom, 81, 143
  • Phone skills, 264–265
  • Physical appearance, 98
  • Pitino, Rick, 252
  • Planning and preparation
    • competition and importance of having a plan, 59–60
    • having a “plan B,” 189–190
    • job search and, 98–99
    • for negotiation, 133–134
    • for networking, 143–144
    • for sales and marketing, 201
    • See also Time management
  • Plumb, Charles, 269
  • Post, Emily, 158
  • Post-it Note, 113
  • Presley, Elvis, 20
  • Pressman, Sarah, 17
  • Priority Management, 259
  • Procrastination, 191–192
  • Psychological Science, 17
  • Public speaking, practicing, 102
  • Pyramid of Success (Wooden), 45–46

Q

  • Quality and values, 177–186
    • correcting past mistakes, 182–183
    • customer service and quality, 79
    • defining one’s values, 184–186
    • exceeding expectations vs. “good enough,” 179–181
    • self-improvement and striving for quality, 221–222
  • Quality Park Envelope Company, 150

R

  • Raphael, Sally Jessy, 94
  • Raytheon, 41
  • Reagan, Ronald, 94, 204, 238
  • Realism, 72
  • Recognition, 51–52
    • of employees, 97
    • people skills and showing appreciation, 161–163
    • rewards for team, 119
  • Reese, Pee Wee, 52
  • Research Institute of America, 81
  • Respect, 164–165
  • Results, demanding, 36
  • Retention of customers, 79–80
  • Retention of employees, 95–97. See also Employees
  • Roadblocks
    • fear of success and, 193–195
    • having a “plan B,” 189–190
    • procrastination and, 191–192
  • Robinson, Jackie, 52
  • Rockefeller, David, 143
  • Rockefeller, John D., Jr., 138–139
  • Rockefeller, John D., Sr., 138, 175
  • Rockne, Knute, 60
  • Rogers, Carl, 184
  • Rogers, Will, 29
  • Rohn, Jim, 37, 38
  • Roosevelt, Eleanor, 158
  • Royce, Henry, 278
  • Rubenstein, Arthur, 37
  • Rules for running a successful business (Walton), 239–240
  • Ruth, Babe, 36

S

  • Saint-Exupery, Antoine de, 184
  • Sales and marketing, 197–215
    • Law of Large Numbers, 199–200
    • personalization for, 205–207
    • persuasion and, 203–204
    • qualities of good sales reps, 201–202
  • Salesmanship, importance of, 34
  • Saltz, Gail, 191
  • Sanders, Harlan “Colonel Sanders,” 173
  • Santa Clara University, 126
  • Sausage theory, 150
  • Scheduling. See Time management
  • Schulz, Charles, 107
  • Schwab, Charles M., 192
  • Schweitzer, Albert, 22
  • “Second Ten Commandments” (Armstrong), 296–297
  • Self-assessment, 241–243
  • Self-confidence, 27, 164–165, 238. See also Belief in yourself
  • Self-improvement, 217–227
    • experience and, 226–227
    • growth opportunities for, 219–220
    • for sales and marketing, 202
    • strengthening memory and, 223–225
    • striving for quality, 221–222
  • Service culture, 83–84
  • Service Quality Institute, 83
  • “Seven Wonders of the World,” 293–295
  • Shepard, Alan, 106
  • Simmons, Richard, 39
  • 66-Question Customer Profile (Mackay), 208–209, 298
  • Smiling, value of, 16–17, 264
  • Smith, Fred, 277
  • Smith-Lovin, Lynn, 271
  • Socrates, 168, 288
  • Southwest Airlines, 19, 83, 107
  • Speer, Roy, 114
  • Success, 229–246, 291–309
    • accepting criticism and, 237–238
    • creativity for, 71–75
    • discipline for, 54
    • Disney on four Cs of, 27
    • fear of success, 193–195
    • giving up detrimental traits, 244–246
    • happiness for, 21–22
    • happy people bring happiness to others, 304–306
    • humility and, 27, 29–30
    • late in life, 173–174
    • learning from mistakes for, 238
    • making time for others and, 302–303
    • “Second Ten Commandments” (Armstrong), 296–297
    • self-assessment for, 241–243
    • self-confidence and, 238
    • Seven Cs of (Clarity, Competence, Constraints, Concentration, Creativity, Courage, Continuous Learning), 231–233
    • “Seven Wonders of the World” for, 293–295
    • simple rules of life and, 298–299
    • teamwork and, 237
    • “Thoughts for a Richer Life,” 307–309
    • volunteering and, 300–301
    • Walton’s rules for running a successful business, 239–240
    • working hard for, 234–236, 238
  • Success Is a Choice (Pitino), 252
  • Success Principles, The (Canfield), 165
  • Super Bowl, 107–108
  • Swim with the Sharks Without Being Eaten Alive (Mackay), 144, 208, 298
  • Swindoll, Charles R., 61
  • Syncrude Canada Ltd., 179

T

  • Taylor, James, 169
  • Teamwork, 247–256
    • attitude and, 253–254
    • closeness between team players, 251–252
    • combined strengths for, 255–256
    • for success, 237
    • traits in successful team players, 249–250
  • “Ten Commandments for the Office” (Mackay), 155–156
  • They Shoot Managers, Don’t They? (Paulson), 166–167
  • Think and Grow Rich (Hill and Kimbro), 13–14
  • “Thoughts for a Richer Life” (Mackay), 307–309
  • Thurow, Lester C., 255
  • Time management, 257–265
    • avoiding interruptions, 259–260
    • deadlines as incentive for innovation, 119
    • for improving job performance, 101
    • improving phone skills and, 264–265
    • making time for others, 302–303
    • planning for, 261–263
    • for success, 245–246
    • time of day and creativity, 69–70
  • Toastmasters International, 102
  • Tom Peters Group/Learning Systems, 126
  • Triple Filter Test, 288–289
  • Truman, Harry, 51
  • Trust, 267–273
    • allies and advisors, 271–273
    • reliance on others and, 269–270
    • See also Honesty
  • Tschohl, John, 83–84
  • Twain, Mark, 107, 115, 160, 191

U

  • University of Arizona, 271
  • U.S. Bureau of Labor Statistics, 95
  • U.S. Marine Corps, 123–124

V

  • “Value of a Smile, The” (Carnegie), 16
  • Velcro, 113
  • Vision and visualization, 275–280
    • vision for shaping reality, 279–280
    • visualization for living one’s dreams, 277–278
  • Voltaire, 261
  • Volunteering
    • job search and, 99–100
    • as opportunity, 300–301

W

  • Walmart, 161, 239
  • Walt Disney Company, 184
  • Walton, Bill, 45
  • Walton, Sam, 58, 161, 239–240
  • Washington, George, 30
  • Watson, Thomas, Jr., 294
  • Watson, Thomas, Sr., 227, 277, 294
  • Welch, Jack, 57–58
  • Wellman, Mark, 14–15
  • West, Jerry, 37
  • White House Office of Consumer Affairs, 81
  • Why Leaders Can’t Lead (Bennis), 127
  • William Morrow and Company, 144
  • Williams, Pharrell, 304
  • Williams, Serena, 62
  • Willis, Dale, 279
  • Wilson, Woodrow, 294
  • Winfrey, Oprah, 176
  • Winning, thriving on, 63–65. See also Competition
  • Wooden, John, 45–46
  • WorldatWork, 51
  • Worry, avoiding, 305, 307–308
  • Wright, Orville, 278
  • Wright, Wilbur, 278

Z

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