A
- Abdul-Jabbar, Kareem, 45
- Accountability
- business basics and, 34
- for success, 245
- Adversity, –9
- bouncing back from, –7
- importance of coping with, –4
- learning from failure, –9
- Albert Einstein College of Medicine, 22
- Alger, Horatio,
- 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, , 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,
- 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, –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,
- 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,
- 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, , 249
- Jobs
- learning lessons on the job, 33–34
- seeking, 98–102
- See also Employees
- Johnson & Johnson,
- Jones, Bobby, 42
- Jordan, Michael, 249
K
- Keith, Kent, 129
- Kelleher, Herb, 19
- Keller, Helen, 249, 280
- Kemp, Jack, 28
- Kennedy, Robert F.,
- 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,
- 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
- adversity, ,
- attitude, 15, 20
- believing in yourself, 26, 28, 30
- business basics, 34, 36, 38, 40, 42
- coaching, 46, 48, 50, 52, 54
- communication, 285, 287, 289
- competition, 58, 60, 62, 65
- creativity, 70, 73, 75
- customer service, 80, 82, 84, 86
- hiring, firing, and jobs, 90, 92, 94, 97, 100
- humor and laughter, 106, 108, 110
- ideas and innovation, 114, 117, 119
- leadership, 125, 128, 130
- negotiation, 134, 136, 139
- networking, 144, 147, 149, 151
- people skills, 156, 158, 160, 163, 170
- persistence, 174, 176
- quality and values, 181, 183, 186
- roadblocks, 190, 192, 195
- sales and marketing, 200, 202, 204, 207
- self-improvement, 220, 222, 225
- success, 236, 238, 240, 243, 295, 297, 299, 301, 303, 306
- teamwork, 250, 252, 254, 256
- time management, 260, 263, 265
- trust, 270, 273
- vision and visualization, 278, 280
- 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,
- 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,
- 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.,
- 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
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