Tom gives a powerful example of what happens when you treat your employees like customers in a new video from The Little BIG Things Video Series.
You can find the video in the right column here at tompeters.com or you can watch the video on YouTube. [Time: 2 minutes, 33 seconds] You can also download a PDF transcript of the video's content: Leadership: American vs Southwest.
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.