| INTRODUCTION |
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Why Did I Do This to Myself? | 14
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by alex brennan-martin |
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Southern Hospitality in Las Vegas? The Proof is in the Bread Pudding | 18
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by larry taylor |
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FIND YOUR SIMPLE TRUTH |
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Understanding the Simple Truth | 24
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Complex Businesses, Simple Truths | 27
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wal-mart's simple truth |
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walt disney world's simple truth |
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king county metro's simple truth |
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kroger's simple truth |
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The Milestones on the Journey | 32
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My Journey Begins | 33
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The Big Meeting | 35
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The Three Communities | 38
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customer eyes |
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the employee's point of view |
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how you see your self |
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The Search | 43
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How You Ask | 44
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What You Want to Know | 47
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Your Business's Simple Truth | 48
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Hurdles | 52
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customer hurdles |
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employee hurdles |
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Your Secret Ingredient | 56
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Prices and the Secret Ingredient | 60
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Your Lagniappe | 64
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personal lagniappe |
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community lagniappe |
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Delivering the Simple Truth | 67
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Staying on Track | 70
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Asking Customers | 73
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Asking Employees | 78
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THE POWER OF PLODDING |
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The Tortoise and the Hare | 83
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Why Focused and Steady Beats Business at the Speed of Light | 84
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The Core Beliefs of Plodding | 87
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evolve, don't change |
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make everybody happy |
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make the right choice |
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the vicious cycle vs. the virtuous cycle |
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Minding Your P's and Q | 93
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profit |
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people |
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pride |
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quality |
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Getting Started | 101
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know what you're cooking before you pick your pot |
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clean the refrigerator |
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get buy-in somewhere |
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talk about it |
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Leading a Plodding Organization | 107
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it begins with followship |
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don't take responsibility. give it. |
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truth and technology |
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release the water under the bridge |
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never ask my opinion |
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teach, don't train |
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drive-by mentoring |
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guide to a successful meeting with alex |
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one truth, one scorecard |
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WHY HOSPITALITY MATTERS |
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Getting Connected | 124
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hospitality in a glass |
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hospitality in a storm |
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The McDonald's Syndrome | 128
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Puttin' on the Ritz | 131
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HARNESS HUMAN NATURE |
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The Power of Human Nature | 136
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what people want |
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what's in it for me? |
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The Need for Connection | 140
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the 359-degree circle |
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don't hire superstars or individuals |
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sink rusty ships |
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some just have to experience it |
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sometimes experiencing it isn't enough |
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Plan for the Worst | 150
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prize patrol |
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White Space Planning | 155
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You Can Feel It Working | 158
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LAGNIAPPES |
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Larry's Lagniappe: A consultant examines Brennan's culture | 162
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Alex's Lagniappe: An Intimate Conversation with Alex and Ella | 169
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Plodding Is Never Finished | 176
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