The Unexpected


Book Description

"The Unexpected" posits a new theory about the relationship between service and customer loyalty, as well as how to execute it. Four elements comprise The Unexpected: It is memorable, distinguishable, viral, and profitable. Delivering The Unexpected starts at the top of an organization and requires senior executive buy-in. It is executed at ground level and requires empowerment of employees at all levels of an organization. The Unexpected does not have to be costly, and relies more upon creativity, innovation and training team members to see - and act upon - opportunities when they present themselves. Finally, it can be delivered by any organization in any industry and of any size. "The Unexpected" is designed for entrepreneurs and business owners; senior executives; educational professionals; and front-line service employees. The book is written by Howard Brodsky, co-founder and co-CEO of CCA Global Partners, a $10 billion privately held organization; and Dustin S. Klein, publisher of Smart Business magazine and co-author of the Amazon #1 bestseller, "The Benevolent Dictator".




Unexpected Journey


Book Description

By focusing on one unit, a Marine Corps Reserve company called to active duty with no warning and little training, this researched and vividly presented account makes clear what these individuals faced and how they coped."--BOOK JACKET.




Deliver the Unexpected


Book Description

Praise for Deliver the Unexpected "Richard's insights are exactly what entrepreneurs need to read to transform their business in today's new reality." Margaret Kelly, CEO of RE/MAX International "Deliver the Unexpected is an absolute must-read for any entrepreneur serious about changing the game." Robin Sharma, bestselling author of The Leader Who Had No Title and The Monk Who Sold His Ferrari "Much more than just a fascinating story and much more than just a book on success. Be ready to come away with knowledge of the principles that will help you take your career and income to a whole new level." Bob Burg, coauthor of The Go-Giver and author of Endless Referrals "Anyone can beat up on common wisdom. The trick is building something better in its place, and Robbins has done it big time. Highly recommended." Michael Port, coauthor of The Contrarian Effect: Why It Pays (BIG) to Take Typical Sales Advice and Do the Opposite "Good news: spending time with Richard Robbins's new book, Deliver the Unexpected, isn't work. This fictional parable makes ingesting a dose of well-thought-out career advice no work at all." Phil Soper, President & CEO, Brookfield Real Estate Services/Royal LePage "This is a terrific book entertaining, insightful, and fast-moving. You learn a series of proven, practical methods and techniques to help you build and run a more profitable business." Brian Tracy, Chairman & CEO, Brian Tracy International




Unexpected Company


Book Description

Father. Brother. Ex-husband.Keir Martin is starting his life over in Las Vegas, but he's not alone. His sons are with him, and they're what's important. After his ex-wife left all of them, he can't even begin to think about bringing another woman into their lives, but then he meets her...Vice-President. Friend. Lover.Grace Faulkner has worked hard to earn her place in Corporate America, despite the men who tried to bring her down. She's impressed with Keir's work, but not the man himself, until he romances her, and makes her feel special. His sons make everything with him even better, and she's soon in love with all three of the Martins.The past. The present. The future.Their fears from the past prove to be too much for them, shattering what they've built, and threatening everything they could have with each other. Can love, and two little boys, bring them back together, or will the past always be in the way?




Dead Companies Walking


Book Description

Hedge fund manager Scott Fearon explains why failure in business is not only common, but necessary—and how spotting it early can pay off




The Janitor


Book Description

Do you ever find yourself losing sight of the important things in life-work and stress can become overwhelming at times. Such is the situation where CEO Roger Kimbrough finds himself in this business parable. The Janitor was inspired by Todd Hopkins's personal experiences of interviewing overqualified retired businessmen for evening shift janitorial positions. Todd's applicants consistently would say they simply needed something to do. In this fable, janitor Bob Tidwell helps Roger to reevaluate how he is leading his business and his life. Bob's counsel is based upon six principles that Todd and coauthor Ray Hilbert discovered have the most impact on succeeding in business while holding together a personal life. Their insightful advice is delivered in a real-to-life story that inspires you to find greater fulfillment in your life. Like so many CEOs in the corner office, still working when the janitor arrives to do the nightly cleaning, Roger is having a difficult and stressful evening when he spills his guts to the older janitor. As their relationship develops, Bob, a retired businessman, promises help that will turn Roger's business and personal life around. The story follows not only their weekly meetings at the office but also the application of each principle: Recharge vs. Discharge View Family as a Blessing, Not a Responsibility Pray, Don't Pout Pass It Around Don't Spend, Invest! Leave a Legacy The Janitor's message will capture your mind and heart; stimulate meaningful, lasting life-changes; and show you how to influence your family, neighbors, and coworkers while experiencing business and life to the fullest. "Take a few minutes and devour this little book by Todd Hopkins and Ray Hilbert. It's going to be a motivational classic, and you'll be in on the first wave of inspired readers." - Pat Williams, Senior Vice President, Orlando Magic; and Author, The Warrior Within




Inside Arthur Andersen


Book Description

The authors bring their unique insights to a close-range observation of Andersen's culture that has continued for more than 15 years. They first review Andersen's unique history and role; its traditionally careful attention to "enculturing" new employees via mentoring, social networking, rewards and punishments; and its social structure characterized by personal, "familial" relationships. Next, they narrate two decades of change at Andersen, showing how the firm's tightly integrated cultural system gradually began to devolve, rapidly coming apart in the wake of the 1990s new economy revolution. The book concludes with an insightful discussion of the systemic cultural and business factors that placed Andersen and many other organizations at risk, along with a realistic assessment of the proposed reforms.




The Power of Resilience


Book Description

This work focuses on deep-tier risks, corporate social responsibility risks, cybersecurity risks, global raw material risks, long-term disruptions, business continuity planning, risk and disruption detection, and the potential for systemic disruptions.




Managing the Unexpected


Book Description

Improve your company's ability to avoid or manage crises Managing the Unexpected, Third Edition is a thoroughly revised text that offers an updated look at the groundbreaking ideas explored in the first and second editions. Revised to reflect events emblematic of the unique challenges that organizations have faced in recent years, including bank failures, intelligence failures, quality failures, and other organizational misfortunes, often sparked by organizational actions, this critical book focuses on why some organizations are better able to sustain high performance in the face of unanticipated change. High reliability organizations (HROs), including commercial aviation, emergency rooms, aircraft carrier flight operations, and firefighting units, are looked to as models of exceptional organizational preparedness. This essential text explains the development of unexpected events and guides you in improving your organization for more reliable performance. "Expect the unexpected" is a popular mantra for a reason: it's rooted in experience. Since the dawn of civilization, organizations have been rocked by natural disasters, civil unrest, international conflict, and other unexpected crises that impact their ability to function. Understanding how to maintain function when catastrophe strikes is key to keeping your organization afloat. Explore the many different kinds of unexpected events that your organization may face Consider updated case studies and research Discuss how highly reliable organizations are able to maintain control during unexpected events Discover tactics that may bolster your organization's ability to face the unexpected with confidence Managing the Unexpected, Third Edition offers updated, valuable content to professionals who want to strengthen the preparedness of their organizations—and confidently face unexpected challenges.




Seoul Man


Book Description

Recounting his three years in Korea, the highest-ranking non-Korean executive at Hyundai sheds light on a business culture very few Western journalists ever experience, in this revealing, moving, and hilarious memoir. When Frank Ahrens, a middle-aged bachelor and eighteen-year veteran at the Washington Post, fell in love with a diplomat, his life changed dramatically. Following his new bride to her first appointment in Seoul, South Korea, Frank traded the newsroom for a corporate suite, becoming director of global communications at Hyundai Motors. In a land whose population is 97 percent Korean, he was one of fewer than ten non-Koreans at a company headquarters of thousands of employees. For the next three years, Frank traveled to auto shows and press conferences around the world, pitching Hyundai to former colleagues while trying to navigate cultural differences at home and at work. While his appreciation for absurdity enabled him to laugh his way through many awkward encounters, his job began to take a toll on his marriage and family. Eventually he became a vice president—the highest-ranking non-Korean at Hyundai headquarters. Filled with unique insights and told in his engaging, humorous voice, Seoul Man sheds light on a culture few Westerners know, and is a delightfully funny and heartwarming adventure for anyone who has ever felt like a fish out of water—all of us.